Date of Award
2012
Publisher
North Dakota State University
Document Type
Master's Paper
Degree Awarded
Master of Science (MS)
Program
Apparel, Retail Merchandising and Design
Department
Apparel, Design, and Hospitality Management
College
Human Sciences and Education
Faculty Advisor
Manikowske, Linda
Description
This project explored the principles of experiential retailing and how the retailer Lands’ End is using these principles to increase key performance indicators in their retail locations. The types of experiential retailing are defined and of these the lifestyle retailing concepts are applied to strategies employed in Lands’ End retail stores. Specifically the development and implementation of a customer experience management program launched in Lands’ End retail stores are shared. The results of key performance indicators: average transaction, units per transaction, and conversion, are shared for a single retail location to illustrate the success or failure of the program. Suggestions for changes to the program are also shared.
Recommended Citation
Conlon, Corrie Lee, "Customer Experience Management: Does a More Focused Approach to the Customer Experience Lead to Store Performance Measure Increases?" (2012). Apparel Design and Hospitality Management. 9.
https://digitalcommons.ndsu.edu/apparel-design-hosp-management/9
Rights
NDSU Policy 190.6.2
Rights Link
https://www.ndsu.edu/fileadmin/policy/190.pdf
Handle Identifier
https://hdl.handle.net/10365/20232