Customer Service at L.L.Bean

<< Previous

Excerpts

The history of L.L.Bean started in 1911 in Freeport, Maine, US, when Leon Leonwood Bean began selling a special kind of water-resistant boot known as the 'Maine Hunting Shoe' that could be worn by hunters for their outdoor activities... L.L.Bean's Customer-Centric Policies Since its inception, L.L.Bean's business strategy had been to deliver best quality products at reasonable prices and to offer excellent customer service to customers.

Its customer-centric policies were based on the ideology pursued by the founder of the organization, Bean, who opined that "I do not consider a sale complete until goods are worn out and the customer still is satisfied. We will thank anyone to return goods that are not perfectly satisfactory… Above all things, we wish to avoid having a dissatisfied customer"...

As a major part of L.L.Bean's retail business came from orders placed over the phone, the Internet, or via mail, the company strove hard to improve the logistics facility to ensure quick order fulfillment and enhance customer satisfaction. "We invest in making sure our turnaround time in our delivery center is super quick and that definitely helps with the overall experience – you order it and you get it fast" said Sutton...

Excerpts Contd...>>

Custom Search

---

Fundamentals of Marketing Management Workbook Workbooks Collection	Case Studies in Marketing - Vol. II Case Study Volumes Collection	Fundamentals of Marketing Management ICMR Textbooks Collection