Since its founding in 1856, venerable outdoor apparel and equipment retailer Orvis has based its success on providing two things: superior outdoor equipment, and superior customer satisfaction. Today Orvis is an international, multi-channel retailer with approximately 1,700 employees. Its award-winning website, orvis.com, offers more than 5,000 products and attracts 32 million visitors each year. The company mails more than 44 catalog editions every year with a total annual circulation in excess of 45 million. As of 2017, Orvis has 69 retail stores and 10 outlets in the US, and 18 retail stores in the UK, as well as a wholesale division servicing more than 500 independent dealers worldwide. At that scale, maintaining the “customer is always right” level of ser- vice that Orvis is

Join for free to read