How Exceptional Customer Service Tripled Sales for Get Maine Lobster

The Power of Customer Service in Scaling a Business

Mark Murrell, Founder and CEO of Get Maine Lobster, shares how an unwavering commitment to exceptional customer service helped triple the company's sales to $9 million in just five years. Starting as a direct-to-consumer (DTC) seafood business, Get Maine Lobster has served over 500,000 customers nationwide, emphasizing quality and accessibility in every order.

Key Strategies for Success

• Focus on Personal Consumption: Unlike competitors targeting the gift market, Get Maine Lobster centered its marketing around the message of "do something special for yourself." This approach resonated with cooks and food enthusiasts, particularly those aged 35-54 and 55-plus.

• Product Diversification: While lobster tails remain the bestseller, the company introduced lobster boils in a bag, sous vide products, and lobster roll kits to make lobster more approachable. They also expanded into other seafood like blue fin tuna and crab cakes, broadening their appeal without overextending.

• Sustainable Practices: The Maine lobster fishery is known for its sustainability, and Murrell is exploring eco-friendly packaging options to further reduce environmental impact.

Future Growth Plans

Murrell is eyeing expansion into brick-and-mortar retail, starting with kiosks in high-conversion areas like Albuquerque and Scottsdale. Additionally, the company is developing packaged products, including a lobster seasoning, and exploring opportunities in food service events.

Murrell's Advice for DTC Businesses

1. Have a Deep Desire to Excel: Your competitive advantage lies in your passion for enhancing customer pleasure or reducing their pain.
2. Be Thoughtful About the Customer Journey: Provide all the information customers need to make informed decisions, especially for higher-cost items.
3. Prioritize Exceptional Service: As Murrell puts it, "You need to be there" for your customers, ensuring their experience is unforgettable.