Emma Brady

Customer Experience Manager Lush Cosmetics

Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019

11:05 AM How a Focus on Staff and Customer Love Enabled Lush to Become the 2018 Innovative CX Retailer of the Year

Determined not to follow the pack, Lush is pushing boundaries to find an approach to CX which delivers the consistent, ethical, 5 star experience that the brand was founded on. Lush ANZ has taken a bold approach which includes choosing not to use the NPS, big data or big marketing spend so that they must rely on creating experiences which generate great word of mouth recommendations. In this session:

  • How Lush engages with a staff 1st strategy as the backbone of excellent business practices which includes utilizing strict recruitment criteria and giving managers complete ownership of the instore experience
  • Laying the groundwork before launching into the broader CX strategy by addressing underlying pain points like the customer care department’s outdated IT infrastructure
  • How UK best practices for CX had to be modified for the ANZ customer
  • How Lush’s is sustaining the commitment to operating as an ethical retailer and leveraging campaigns as an opportunity to engage with the customer

Check out the incredible speaker line-up to see who will be joining Emma.

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