Company Culture: three approaches Lush have taken to apply expertly crafted customer service

Our Company Culture

At gunnercooke, our model is based around a company culture of innovation.

We passionately believe that without a company culture, any business model can be copied. For this reason, we place so much emphasis upon developing and strengthening the ethos and cultural heart of gunnercooke. We strive to enable our lawyers to operate quickly, efficiently and with clients at the forefront of their minds.

In this series, we’ll be taking a closer look at those businesses who have implemented a strong company culture. Focusing on what it is that has enabled them to go that extra mile in providing excellent customer service, subsequently this has led them to attract loyal and supportive customers.

While the face of retail has changed dramatically in recent years, competing on service in this market requires an immersive experience for every single person who walks in the front door. It is this positive, personal experience which makes customers want to return to a shop and build a brand loyalty.

In our second blog we’ll be focusing on Lush. Lush are a high-street cosmetics retailer that pride themselves on manufacturing environmentally friendly products, free from animal testing. Consumer choice expert ‘Which?’ tasked consumers with voting where lush came out on top. Here’s why…

They show you the benefits, as opposed to telling you

Walking into a Lush store is a multi-sensory experience. The smell of their homemade products greets you on entry, the open layout invites you to touch and interact with the things on display. Lush are now offering an immersing customer experience with lessons on how their ethical produce through employees demonstrating regularly in stores. Purchasing from Lush is less about picking up a standard bar of soap, but about taking home a piece of the experience.

They make giving feedback easy

Type in ‘Lush customer service’ on Google and you are quickly inundated with ways in which to contact the company to voice your opinion. If you do not wish to call or email the company, you can also get in touch directly via their well-maintained customer care Twitter feed. This feed is dedicated to listening to any concerns and responding accordingly with useful feedback.

They make their customers feel special

One customer, Shelly, recently wrote an online review which detailed her wonderful first time in-store experience. Shelly was happily greeted and recommended several products, which subsequently she then bought. On her way out, Shelly was handed a ‘Pay it Forward Gift’ coupled with some free samples. This was a bar of massage soap and an invitation to come back to the store a second time.

Lush has become a widely recognised leader in customer service. During a time of decline for the high street and it’s no surprise that the business continues to rapidly grow.