Customer Satisfaction at L. L. Bean - K.Bit

Customer Satisfaction at L. L. Bean - K.Bit - Business and Marketing

The customer satisfaction and customer need based marketing can be seen in L. L. Bean – The American outdoor apparel and equipment retailer. It is founded on the stone that keeping customer satisfied is the key to building lasting relationships.

L. L. Bean's Logo

Since many years L. L. Bean has been among the top in almost every customer service ranking. L. L. Bean has strong environment of customer service and satisfaction. The company was created more than a 100 years ago with the goal of complete customer satisfaction, shown by the following words:

“I do not consider a sale complete until the goods are worn out and the customer is still satisfied.”

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Notice to customers by L. L. Bean

Even still now, customer can return any item, no questions asked.

The company’s foundation can be best presented by founder L. L.’s words in answer to the question “What is a customer?” and the answer was, “A customer is the most important person ever in this company – in person or by mail. A customer is not dependent on us we’re dependent on him. A customer is not the interruption of our work, he is the purpose of it. We are not doing a favour by serving him, he is doing a favour by giving us the opportunity to do so. A customer is not someone to argue or match wits with. Nobody ever won an argument with the customer. A customer is someone who brings us his wants. It is our job to handle them profitably to him and to ourselves."

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