Profitable Player: Kiehls Posted by Customer Passion LLC | September 27th, 2005
The sample program, under which Kiehl’s gives away more than 12 million packets and tubes a year, is the “cornerstone of Kiehl’s customer-service philosophy,” taking the pressure off both reps and customers, says Cammie Cannella, assistant VP of global education development. “It’s very important that our customers believe in the quality,” she says. “There is no other way to do that than have reps who educate customers about what’s in our products and then let them try them out firsthand.”
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