Customer Service at L.L.Bean

            
 
Case Studies | Case Study in Business, Management, Operations, Strategy, Case Study

ICMR HOME | Case Studies Collection

To download Customer Service at L.L.Bean case study (Case Code: MKTG250) click on the button below, and select the case from the list of available cases:

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies





Marketing Case Studies
Marketing Management Short Case Studies
View Detailed Pricing Info
How To Order This Case
Business Case Studies
Case Studies by Area
Case Studies by Industry
Case Studies by Company

Custom Search



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.



Chat with us

Strategic Management Formulation, Implementation, & Control, 12e

Please leave your feedback

Leave Your Feedback

ICMR India ICMR India ICMR India ICMR India RSS Feed

Case Details:

Price:

Case Code : MKTG250 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges

Themes

Customer Service / Customer Experience
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

Abstract:

The case discusses the customer service initiatives of L.L.Bean, Inc. (L.L.Bean), a US-based multichannel retailer. L.L.Bean had evolved from being a mail order company selling hunting boots into a leading international retailer selling apparels, home furnishings, and outdoor equipment. Its endeavor was to deliver quality products at reasonable prices and offer excellent customer service to customers. In its 98-year-long history, the company had preserved the customer-centric tradition set by the founder and had, over the years, molded its operational policies to provide superior purchasing experience to customers.

Marketing Management Case Studies | Case Study in Management, Operations, Strategies, Marketing Management, Case Studies

The company believed that a satisfied customer helped build customer loyalty and encouraged repeat purchases, which were essential to achieve success in the retail business.

The case discusses in detail the customer-friendly policies of L.L.Bean and the customer service practices that had resulted in its being recognized as a customer service champion by consumers and industry observers. This also helped the company to perform better than its rivals during the global economic recession of 2007-2009. Experts felt that the company's superior customer service provided it with a competitive edge.

Issues:

Understand the importance of customer service, particularly in the retail industry.
Study the customer-centric policies of L.L.Bean and the various practices that the retailer followed to provide superior customer service.
Understand how the customer-centric policies and practices contributed to the success of L.L.Bean.
Explore strategies that L.L.Bean could adopt in the future to attract more customers.

Contents:

  Page No.
Customer Service Champion 1
Background Note 3
L.L.Bean's Customer-Centric Policies 6
'Logistics and Order Fulfillment' at the Heart of the Business 10
Using Information Technology 11
Satisfied Customers Provide L.L.Bean a Competitive Edge? 13
Looking Ahead 15
Exhibits 17

Keywords:

Customer service, Customer experience, Customer loyalty, Customer satisfaction, Online retail, Catalogue retail, mail-order retail, Customer-centric policies, Easy Returns and Exchange policy, Logistics facility, Order fulfillment process, e-commerce business, Customized contact center system, Reverse logistics center, Competitive edge, L.L.Bean

Customer Service Champion - Next Page>>


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
 

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Textbooks, Workbooks, Case Study Volumes.