Customer service 

Good customer service starts with listening, and the most successful brands know this well. By paying attention to what customers say, companies can improve their service and products. Let's have a look at how Rituals and Lush are successful in their customer service and keep people coming back.

Rituals

While rituals has achieved a great international expansion and

 strong sales, its most meaningful success lies in customer

 satisfaction and in 2021 it was recognized as the most 

customer-friendly in its home country. (Gift Campaign, 2024)

 “ We are extremely proud to be the most customer-friendly 

company in the Netherlands this year. Customer satisfaction

 is our top priority, as the consumer is always at the heart of developing a customer experience.” (Rituals, no date)

 Rituals also earned a strong second place in the rankings for best customer experience. Here is what sets them apart:

  • Pleasant environment in every store to help the customers feel at ease ( surprising scents, atmospheric music and friendly staff);
  • Each store has a tester area where customers can try products;
  • The brand aims to help customers find moments of calm in their busy lives through simple daily rituals. This includes offering guided meditation through their app or YouTube channel. 

Lush 

Over the past few years, Lush has been developing its customer experience by building a vast digital shopping space designed to increase sales and inspire loyalty in the same way their vibrant stores do. (CCW Europe Digital, 2024)

Here is what Lush does that makes their customer service unique:

    • Innovative in-store payments: The store has replaced traditional tills with Android- powered tablets that allows staff to assist customers and make payments anywhere in the shop. (Gilliland, 2018)
    • Staff have a friendly conversational approach: It’s been reported that staff use “facts of the day” to connect with certain emotions. (Gilliland, 2018)
    • Unique and interactive layout: Lush has a unique product layout that sets it apart from other retail stores and encourages the customers to interact with them directly. (Gilliland, 2018)

    Summary 

    In summary, having overall good customer service is vital for a business as it is how it sets strong relationships with customers and keeps them coming back. As seen in these two companies, both of them have things that stand out from other retail stores that keeps customers engaged and loyal to them.