What does it take to create excellence in brand communication? L.L. Bean, an iconic brand, has been doing it right for decades. Brad Mason, the company’s SVP of brand communication, discusses the company’s approach with Multichannel Merchant. The company is a finalist in the category for this year’s Excellence in Customer Experience awards, with the winners announced March 29 at Operations Summit 2017 in Pittsburgh.
In an effort to remain competitive and cut costs, iconic brand L.L. Bean is considering changes to its famous free shipping and returns. This follows policy changes instituted last year by Nordstrom, another brand famous for its generous returns policy.
Nordstrom was ranked No. 1 in the annual Customer Experience Index results from the e-tailing group, conducted in Q4 2015, after missing the top 10 in 2014. See how other leading retailers ranked in the index, including how they were rated across a range of key customer experience metrics.
Leon A. Gorman, who ran L.L. Bean for 30 years and grew it into an outdoor catalog and ecommerce juggernaut, died Thursday at his home in Yarmouth, ME.
L.L. Bean’s CMO talks brand communication. The company recently won a Customer Experience Excellence award in that category from Multichannel Merchant.
The awards, established to recognize retailers at the cutting edge of delivery, packaging, returns, customer experience and innovation, were presented in a ceremony at the annual Operations Summit 2015. See which retailer took home an award.
During the 2013 holiday shopping season, Amazon and L.L. Bean tied for the highest company-level satisfaction, according to a recent report by ForeSee.