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 LinkedInA radically different approach to the aged-care sector
How Australia's leading pharmacy chain manages CX
What you can learn about CX from the aged care sector
The secrets behind Flybuys' 25 years of success
How Bunnings maintains a 90% staff retention rate
Turning your customers into your greatest marketing asset
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