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December 30, 2005
Word of mouth and operations
L.L. Bean says offering free shipping from its web site has been the key to its record web-based sales this holiday season.
A company spokesperson told the Times that the company offered free shipping for the first time this year and it "clearly shifted traffic from our call centers to the Web."
Amazon taught the world that trick back in 2003 when it shuttered its advertising efforts to make free shipping a word of mouth component of the business. Word spread quickly. Two years later, the idea of incorporating word of mouth into operations is still working for Amazon.
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You are right on the money with this one. Well said!
I wish more people felt this way and took the time to express themselves. Keep up the great work.
You've got some really good info inyour blog.
Chris Scanlon
http://www.customerservicessuperior.com
