What happens after pressing the “Submit Order” button can be somewhat of a mystery for online shoppers.
In its order confirmation email to shoppers, StellaService Elite-rated L.L.Bean takes the opportunity to shed some light on the post-order process.
“Ever wonder what happens after you place your order? Watch the video” the email teaser reads, linking to a 70-second video on LLBean.com.
The video narrator begins, “From the moment you place your order with L.L.Bean, our goal is to give you the best customer service possible.”
Each order placed on LLBean.com is hand-packed, by a real human, in the Freeport, Maine fulfillment center, and the video features shots of workers preparing orders and agents taking calls in the contact center. This bit of transparency helps to establish trust with customers, puts a human face to the ecommerce operations, and gives the retailer the opportunity to reinforce its customer-centric philosophy — one that dates back to 1912.
Founder Leon Leonwood Bean is quoted as saying, “A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.”
For November and December, L.L.Bean ranked No. 1 in Stella Monthly Benchmarks, an independent report that measures the customer service performance of online retailers. Additionally the retailer was top in our study of customer service performance for Holiday 2012. That report analyzed 15,174 phone interactions and 11,537 email interactions with more than 100 online retailers for three key periods from the 2012 holiday shopping season.
You can watch the video at LLBean.com.
How does your company educate customers on the post-order process? Let us know by emailing hc@stellaservice.com or tweet us: @StellaService.
Previously on Happy Customer:
L.L.Bean’s Consistent Performance Sets the Bar for Holiday Service
Stella Monthly Benchmarks: During the Challenging Holiday Season, LLBean.com Bests the Rest
Stella Monthly Benchmarks: LLBean.com Takes Top Honors in November
Sign up for our weekly newsletter for the latest trends in customer service.