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.
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The Power of Habit (book), by Charles Duhigg
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