Customer Service in Ll Bean


The case discusses the client service pursuits of LL Bean, Incorporation, a US-based multichannel dealer. LL Bean had started out being a mail order firm selling hunting boots to a leading foreign retailer offering apparels, home furnishings and outdoor equipment. Their endeavor was to deliver quality products by reasonable prices and offer excellent customer support to customers. In its 98-year long record, the company acquired preserved the customer-centric traditions set by the founder and had, over the years, molded its detailed policies to supply superior purchasing experience to customers. The corporation believed which a satisfied customer helped build customer devotion and motivated repeat purchases, which were essential to achieve success inside the retail business. The case covers in detail the customer-friendly policies of LMOST ALL Bean plus the customer service procedures that experienced resulted in its being acknowledged as a customer service champion simply by consumers and industry experts. This as well helped the corporation to perform greater than its opponents during the global economic recession of 2007-2009. Specialists felt the company's remarkable customer service offered it having a competitive edge. The case will assist students to: (1) understand the importance of customer satisfaction, particularly in the retail sector; (2) analyze the customer-centric policies of LL Bean and the several practices which the retailer implemented to provide excellent customer service; (3) understand how the customer-centric plans and techniques contributed to the success of LL Veggie; and (4) explore strategies that LMOST ALL Bean can adopt in the foreseeable future to attract even more customers. The case is designed for MASTER OF BUSINESS ADMINISTATION / MS students which is intended to be area of the marketing administration curriculum. It is also used in the organization strategy programs. The instructing note involves the abstract, instructing objectives and methodology, job questions, reviews of the case discussion, and additional...



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