Land's End

What does customer service mean for online retail sites? One good example is the Land's End site, which takes customization features found at other sites to new heights. Sure, you'd expect to find a feature for designing your own custom chinos and jeans here, and you do. But it gets more interesting with the "My Personal Shopper." This feature asks users to select their body type, color preferences, and choose between sample outfits. The "Shopper" then comes up with clothing choices best suited to their taste. Via "My Virtual Model" users can select matching physical attributes—hair color, body type, face shape, etc.—to create a model that can try on clothes for them. The "Ask Us" service features include easy-to-find phone numbers and email, and you can even chat live with a service agent. Through their creative use of technology, Lands' End rises to the challenge of innovative customer service.