))
Why Lush radically empowered their front-line teams
Manage episode 263636358 series 2695857
Conteúdo fornecido por Adam Jaffrey. Todo o conteúdo do podcast, incluindo episódios, gráficos e descrições de podcast, é carregado e fornecido diretamente por Adam Jaffrey ou por seu parceiro de plataforma de podcast. Se você acredita que alguém está usando seu trabalho protegido por direitos autorais sem sua permissão, siga o processo descrito aqui https://pt.player.fm/legal.
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:
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
59 episódios
Compartilhar
