Making Customers Happy
As I experienced L.L.Bean, I noticed that everything about the contacts I had with that company reflected comfort and making customers happy. Everything. From the website to the stores, every customer touch reflects customer comfort and satisfaction. It is as if every step in the customer process had been reviewed.
L.L.Bean has indeed taken every step of the customer process, tested it, and created a process that is consistent with what it wants to provide. The process of selling clothes and items has been converted into a total customer service experience.
I have to admit that I was more than a little impressed with L.L.Bean. I also have to admit that I couldn’t resist the urge to keep calling its customer service department ...
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