5 years ago LUSH Australia faced a crisis point where they were losing $5 million dollars a year. Flash forward to today and they have won Retailer of the Year from the Australian Retail Association and recorded over $70 million annual national turnover. How did they do it? Completely re-working their customer experience, creating a well-defined community and a healthy, vibrant culture. With the goal of “making the customer’s day, LUSH Australia advocates strong ethical standards and gentle forms of activism in manufacturing and retailing their fresh, handmade cosmetics. LUSH believes that educating your customer can turn them into loyal, brand passionate advocates. Join this presentation to understand how to transform your brand into a community people want to be a part of.
- Improving your customer experience with staff who are invested in the success of your business
- Reaching customers on a variety of channels with no paid advertising or celebrity endorsements
- Promoting your customer experience and core values with external workshops, demonstrations and samples
- Engaging both customers and staff through ethical campaigns, charitable giving and transparent supply chains