Lord & Taylor

#7

Ranked Department

#51

Ranked Overall
Top Retail Score:
111 / 240
Avg Retail Score:
48
Our Take

Lord & Taylor’s mobile app is a wrapped version of their mobile website. The adaptive eCommerce website was built to duplicate their lordandtaylor.com shopping experience on a mobile device. The app/mobile site functions well, their strongest feature being the ability to read reviews and other recommended products while perusing their selection. You can create a wishlist if you are logged in – of items you are interested in and like. There is a footer on the mobile site that includes three main categories: shopping our site, customer service, and in-store services. In-Store services includes several sub-categories of information – but it’s simply text. The personal shopping section includes a list of services Lord & Taylor offers, as well as a list of stores and locations that offer personal shopping. There is an email address and a 1-800 number to call – assumably to book a personal shopping appointment but that is not inherently clear. With a customer base of high income earners, there are several opportunities for Lord & Taylor to make their commitment to customer service and quality available via mobile, as well as improve levels of personalization and cater to customers preferences via their loyalty program.

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39

In-store Mobile Experience Rating

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