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L. L Bean Case Study Chapter 3

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1. a) One of the factors mentioned in the reading from the textbook was data mining. L.L. Bean kept records of customer purchases stretching back four years which loosened the return policy for customers even more because they had in store proof of purchase.

b) Chapter 5 discusses the topic of differentiation which is something L.L. Bean used specifically in their long time return policy. This policy is what separated the company for many years from the competition and now that they are dismantling that many feel they do not have much to stand apart from other competitors in their industry.

c) The next factor I was able to relate from this article was the concept of the lifetime value of a customer. With the increasing amount of abuse the

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