How Kohl’s Uses Stores in Pursuit of ‘Operational Excellence’

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While retailers across the nation have been forced to close brick-and-mortar stores and refocus efforts on e-commerce distribution, Kohl’s is bucking that trend.

“We have a strong belief that physical stores matter,” Sona Chawla, chief operating officer for Kohl’s, told attendees at RILA’s supply chain conference last week. Customers “want to shop in both the digital and physical worlds,” she said. And very few Kohl’s customers shop exclusively online, Chawla added.

The retailer is homing in on