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

In the fall of last year, L.L.Bean incorporated a “click and call” component to its website that prompts its call-center personnel to call back any online shopper who desires additional information within two minutes of the shopper’s inquiry.

Amazon personalizes its shopping experience via computer algorithms for each consumer based on his or her previous purchases and searches. As a result of its highly targeted offerings, Amazon's clickthrough and conversion rates are far greater than untargeted web advertising.