LUSH: A Blueprint Of Excellent Customer Service Experience
I know LUSH to be the inventor of the bath bomb and home of bath art that gives every part of the body (hair, teeth, and skin) a bath care experience. Its innovation in creating cosmetics with the finest essential oils and safe synthetic products from fresh, organic fruit and vegetables is also registered. LUSH is equally well-known for its association with organic products and sustainability service philosophy, which invents products and fragrances fresh by hand using little or no preservatives or packaging. But I discovered that LUSH is more – A blueprint of an excellent customer experience and a friendly place for children.
Through volunteering on August 30th and 31st, 2024, I had a first-hand experience at 6 - 7 Cornhill in the Lincoln branch of LUSH. My role was to talk to customers who entered the shop about donations to TCfR Lincoln Hygiene Bank. As I observed the customer service experience, I was completely blown away. The customer service experience exemplifies a genuinely authentic commitment to customer satisfaction. There was effective coordination among the sales staff, who worked as a team with a seamless leader. Rotating roles every hour or two, with each team member easily stepping into different roles. The chemistry and bonding were deep, natural, friendly, and refreshing.
However, what made the difference was each team member’s depth of knowledge of the LUSH products and their genuine effort to give customers the best product that meets their needs. In other words, they achieved success or excellence in achieving customers' desired outcomes, giving them value from their products and services, essentially being seen as excellent. The customer experience I witnessed at LUSH was a happy place for children. Tailor-made children’s activities combined with the special skills of LUSH staff provided a positive, helpful, and happy experience for children. Children’s activities included drawing and writing on the artboard on a glass window. They ended up with handmade happy soap, putting faces on it. For each soap they made, these children happily donated this money to TCfR—Lincoln Hygiene Bank.
The customer service at LUSH was refreshing. The seamless coordination among the staff, their exceptional communication skills, and their superior knowledge of products or services, all delivered with a genuine sense of sincerity, exceeded my expectations. It was, without a doubt, the best customer service I have experienced in a long time.
For this reason, I am now a converted LUSH customer developing a keen interest in their products, and I hope others may visit and have the opportunity to experience the LUSH brand and customer service.
Thanks to LUSH for the donations received for the Lincoln Hygiene Bank and the £550 raised will help TCfR help more people through hygiene sessions.
By Dr Casmir Maazure
