Lush cosmetics consistently shows what it means to have a deliberate customer experience


Share on LinkedIn

I am often asked who delivers the best customer experience. This is an impossible question as the real answer is determined in the collective minds of the target audience customer. However, I am sure all of us who think about customer experience day in and day out will have one or personal favourites that are consistently at the top of our personal lists. Well, Lush is always at or near the top of my list. There is much to say about the Lush in-store customer experience but I recently ran across an Emotional Brilliance game on their website. It really is brilliant. Why is this great?

  • It is consistent with the Lush customer experience. It does not feel like an out of place gimmick.
  • It shows how lush connects and understands the power of the emotional experience.
  • Importantly, they also highlight the subconscious experience, brilliant.
  • Of course, it all leads to some product suggestions. These are informative, just as I would expect of a Lush experience. You get useful product usage tips as well as their ingredients.

You may not be in the target audience of Lush but if you have been to Lush you will recognise the Lush experience stamp on the site. Check it out for yourself.

Republished with author's permission from original post.

Qaalfa Dibeehi
Qaalfa Dibeehi is the author of "Achieving Customer Experience Excellence" and "Customer Experience Future Trends and Insights". He has 20+ years experience in the customer experience related space with particular emphasis on organisations that have a dual commercial and social/community responsibility. He is Non-Executive Director at Emerge. Previously, he was Chief Operating and Consulting Officer at Beyond Philosophy and Director at Fulcrum Analytics. He has an MBA from NYU and three other Masters Degrees from City U. of New York in Statistics, Psychology and Health Care Administration.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here