Kohl's Attracts 900,000 Facebook Fans

Kohl's announces a new in-store kiosk initiative, remodel plans at 85 stores and its new marketing program which has driven 900,000 Facebook fans.

Over the past year, Kohl's has tested in-store kiosks that provide customers an easy way to order an item that may be out-of-stock in size or color in that store. The customer also has the option to choose from an expanded assortment of items not available in store and the item is shipped free of charge.

"The test was very successful and we're rolling out our in-store kiosk initiative to all stores by the beginning of fall 2010," says Kevin Mansell, Chairman, President and CEO, Kohl's. "We expect these to be another major driver of market share."

Kohl's also announced plans to remodel 85 stores in the spring season, an increase from the previously planned 65 stores and the 51 remodels in 2009.

Mansell continues, "We continue to invest in our future, by improving our businesses, business processes through technology, investing opportunistically in new stores and accelerating and improving our remodel strategy.

The retailer plans to increase investments in e-commerce and store experience infrastructure elements such as the kiosks strategy.

"The efforts we put behind our marketing programs are resonating with our customers," says Mansell. "We see it in our research and from more than 900,000 Facebook fans. In addition to sharing their experiences with their friends and family, our Facebook fans communicate to us and to each other in real-time."

Mansell adds, "We continue to see high customer service scores as a result of merchandized content, inventory management and marketing initiatives as well as the efforts of our store teams to engage the customer and achieve the 7 percent improvement in our customer service scores in our stores over the last year."

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