From The Editor | February 18, 2015

Kohl's CIO Talks Omni-Channel Order Fulfillment, Loyalty


By Erin Harris, editor-in-chief

Erin Harris, Executive Editor

Kohl’s currently operates approximately 1,200 stores in 49 states and has annual sales in excess of $18 billion. The retailer that prides itself on its commitment to family, value, and national brands is in the process of becoming a true omni-channel retailer. Just recently, I had the opportunity to talk to Janet Schalk, EVP and CIO at Kohl's Department Stores, about how the powerhouse retailer is handling omni-channel order fulfillment, loyalty, the customer experience, and more.

How does Kohl’s handle omni-channel order fulfillment?

Schalk:  We know that convenience, speed, and accuracy are critical when fulfilling orders. These are the three things we’re striving for with omni-channel fulfillment.

This past holiday season, we piloted “buy online, pick up in store” in about 100 stores. We’ll be rolling that out across the chain by mid-year. We’re really excited about the roll out, as our early results have been very positive. And, to us, buy online, pick up in store is a great convenience for our customer, because she can find something she wants online and pick it up the same day or the next day. Our turnaround time is such that in most cases she should be able to pick up the same day if she chooses.

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