New Ways to Connect: How a Classic Brand is Personalizing Every Customer Touch
L.L. Bean, the outdoor‑gear icon founded in 1912, is partnering with tech firm Amperity to overhaul its customer service. The aim: make every shopper feel truly understood and keep them coming back.
Why the Change?
- Old System: Fragmented data made it hard to see a complete customer picture.
- New Unified View: All data merged into one clear profile that staff can use instantly.
With this single source of truth, L.L. Bean can:
- Predict a shopper’s next needs.
- Deliver the right message at the right moment.
Personalized Touchpoints
Customers will notice tailored experiences across:
- Emails & Direct Mail
- Website Recommendations
- Loyalty Rewards
- Catalog Offers
Whether online or in‑store, the interaction feels natural and timely.
Instant Insights
“We want every interaction to reflect our quality and craftsmanship,” says L.L. Bean’s director of insights.
By knowing customers better, the brand can deliver exactly what they need—no waiting.
Amperity’s solution tracks shoppers wherever they engage, ensuring a consistent journey across social media, apps, and physical locations.
Internal Efficiency
- Single Tool: Staff no longer juggle multiple platforms.
- Faster Response: Unified data speeds up decision‑making and accuracy.
A Legacy Meets Innovation
- Family‑Owned: Steeped in quality outdoor gear.
- Philanthropy: Donated $6.8 million in 2024 to open nature for everyone.
- Global Reach: Stores across the U.S., Canada, and Japan; millions of visitors yearly.
The Amperity partnership preserves L.L. Bean’s heritage while embracing modern technology to better serve its community.
