Mail order, online and in-store retailer L.L.Bean is an industry leader in brand management, customer loyalty and marketing database systems. The company has developed a multi-channel approach to maintaining the same high levels of service for customers across all contact channels. The company was founded almost 100 years ago as a mail order company, adding phone sales and service in the 1970’s, and the current e-commerce business has seen tremendous growth more recently, with online sales surpassing phone orders for the first time in 2009. The company’s Web site, www.llbean.com, offers interactive shopping guides, 24- hour live customer service and features such as order tracking, up-to-date product availability, customer order history as well as ratings and reviews. If there were

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