How L.L. Bean, Amazon and Nordstrom Create Positive Service Experiences

L.L.Bean constantly works to get its online images more accurate so that shoppers better understand an item’s true color, texture and fit. In 2008, L.L.Bean added ratings and reviews to its product pages. This feature not only adds value for its customers, but also for the retailer’s designers and merchandisers who read the reviews to obtain customer feedback regarding fit and performance attributes.