1 hr 6 min

Why Lush radically empowered their front-line teams Customer Experience Leaders

    • Marketing

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
Michael Momsen on LinkedIn

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
Michael Momsen on LinkedIn

1 hr 6 min

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