A Bean Boot Backorder Story

A MULTICHANNEL MERCHANT STAFFER was shopping for boots online in early December and found a pair she liked at L.L. Bean. Uh, oh — out of stock. So she tried the next closest size. No go. She then selected another style of boots from the outdoor gear and apparel cataloger, checked both sizes, but the boots were backordered. A third boot style (in both sizes) was also unavailable. Just for kicks, the staffer checked all the sizes, and found they were backordered until late January; some styles were backordered until late February. The staffer really wanted the first boots she found, so she ordered them and resigned herself to waiting until January for them. To her surprise, the boots arrived Dec. 18. It’s always better to exceed customer expectations, but Bean probably could have sold a lot more boots if it had better intelligence on its inventory. How many people didn’t order because they wanted the boots by Christmas?

Partner Content

Hincapie Sportswear Finds Omnichannel Success in the Cloud - Netsuite
For more and more companies, a cloud-based unified data solution is the way to make this happen. Custom cycling apparel maker Hincapie Sportswear has leveraged this capability to gain greater visibility into revenue streams, turning opportunities into sales more quickly while gaining overall operating efficiency. Download this ecommerce special report from Multichannel Merchant to more.
The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.