Why Lush radically empowered their front-line teams

Customer Experience Leaders

English - January 27, 2020 13:01 - 1 hour - 60.9 MB - ★★★★★ - 26 ratings
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Previous Episode: BONUS: We're back for 2020 with some special announcements

Next Episode: Turning your customers into your greatest marketing asset

Emma Brady is the Customer Experience Manager at Lush Cosmetics, a brand known for their customer service excellence. Recently, Lush won an award for Customer Experience Innovation of the Year (2018). In this episode, Emma walks us through the difference between customer service and customer experience, and shows how great experience design is about understanding customer needs and expectations. We also talk about the tension between decentralisation and consistency, and how Lush transformed their business by giving radical empowerment over store management to their front-line teams.

Resources mentioned:

The CX Accelerator online community
The Power of Habit (book), by Charles Duhigg

Connect with us:

Michael Momsen on LinkedIn

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.