Customer Service at Ll Bean

nobble This case discusses the node supporter initiatives of LL Bean, Inc, a US-based multichannel retail merchant. LL Bean had evolved from being a post order society selling catch boots into a leading international retailer selling apparels, home furnishings and outdoor equipment. Its seek was to deliver quality products at sightly prices and offer excellent customer benefit to customers. In its 98-year long history, the company had maintain the customer-centric tradition set by the split and had, over the years, molded its operational policies to allow superior purchasing experience to customers.The company believed that a satisfied customer helped manakin customer loyalty and encouraged accept purchases, which were essential to achieve success in the retail problem. The case discusses in level the customer-friendly policies of LL Bean and the customer suffice practices that had resulted in its being recognized as a customer service champion by consumers and fab rication observers. This overly helped the company to realize better than its rivals during the global economic ecological niche of 2007-2009.Experts felt that the companys superior customer service provided it with a competitive edge. The case get out help students to (1) understand the importance of customer service, set abouticularly in the retail industry (2) study the customer-centric policies of LL Bean and the various practices that the retailer followed to provide superior customer service (3) understand how the customer-centric policies and practices contributed to the success of LL Bean and (4) look for strategies that LL Bean could adopt in the afterlife to attract more customers.This case is intentional for MBA / MS students and is intended to be part of the marketing management curriculum. It can also be used in the business strategy curriculum. The didactics note includes the abstract, teaching objectives and methodology, assignment questions, feedback of the case discussion, and additional readings and references. It does not contain an analysis of the case.