Customer Service at L.L.Bean


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Case Details:

Case Code : MKTG250
Case Length : 18 Pages
Period : 1996-2010
Pub Date : 2010
Teaching Note :Not Available
Organization : L.L.Bean, Inc
Industry : Multichannel Outdoor Goods and Apparel Retailer
Countries : US

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Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Excerpts Contd...

Using Information Technology

L.L.Bean ventured into the e-commerce business in 1996, but over the years, it achieved huge success in online retailing. The company had invested repeatedly on updating its website to make it more appealing and convenient to online purchasers...

Satisfied Customers Provide L.L.Bean a Competitive Edge?

Industry experts and consumers alike applauded the initiatives taken by L.L.Bean over the years to ensure superior standards of customer service that helped the company build up customer trust and loyalty...

Looking Ahead

Faced with the challenges that the retail industry experienced due to declining sales during the recessionary period of 2009, L.L.Bean employed several cost-cutting measures to restrict a drop in revenue...

Exhibits

Exhibit I: L.L.Bean's Rank in the Annual NRF Foundation/American Express Customers' Choice Survey: 2007-2009
Exhibit II: Top Ten Online Retailers in December 2008

  

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