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

Recognizing that the checkout process is where a lot of consumers drop out, Amazon.com has become a pioneer in tackling the problem of abandoned carts by offering a one-click checkout alternative. Also recognizing that high shipping costs are a critical factor in shoppers dropping out of the checkout process, Amazon offers unlimited two-day shipping for an annual fee of $79. Customers that sign up for the unlimited two-day shipping option constitute Amazon’s best customers in terms of loyalty, average sales and profits.