Lush Cosmetics Lowers Prices and Improves Service Through Store Communication Platform

Lush Cosmetics, a beauty retailer, recently launched a communication platform and workflow platform to help its managers and store associates. This app-based platform allows for regular communication between company executives and front-line employees in stores. Lush uses the platform for important messages such as product launches and merchandising displays. It also helps with in-store marketing campaigns. Lush previously used voicemails, emails and the intranet of the company to communicate with employees in stores, but it wasn’t getting the engagement it wanted.

Lush partnered last year with Retail Zipline to enable this new communication system. This app helps businesses simplify communications and task management. Lush’s employees in-store use their mobile devices to download the app and log in to the app at their shift starts. They can access important messages related to their shift and the entire business from the app.

Retail Zipline CEO Melissa Wong says brands need to be able to interact with their employees in real-time. Lush believes that engaging with its employees is about more than the product they sell in their stores. Although that is an important part of it, it is also about how the associates interact with customers. It also involves the role of the store associate within the company and how they can make the brand’s experience better for customers.

Lindsay Nelson, Lush’s retail communications manager, said that Retail Zipline has given the retailer a better way to communicate with staff. It also provides greater insight into the performance of its stores, which allows for faster communication. This, in turn, saves time and improves operations. All these factors add up to cost savings. Lush’s employees love using Retail Zipline. This has led to happier employees. Customers are more likely be able to return to Lush’s brand for more service. Two, happier employees tend to stay longer and reduce hiring costs.

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Lindsay Nelson, Retail Communications Manager at Lush Cosmetics

Lush’s store employees are used to using their phones and apps every day. This means that there was little to no training needed when the Retail Zipline platform went live to its nearly 250 North American brick and mortar locations. The Retail Zipline app must be fun and easy to use for them to access it daily. Nelson and her team emphasize storytelling in their communications with store employees, especially around Lush’s unique products.

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Lush is proud to sell organic and fresh products and it has a mission to share that message with consumers. Retail Zipline allows Lush to take the first step towards that goal, at least offline. It provides a platform for real time communications between headquarters and the store teams. They then relay product stories to customers. Lush’s products are important to store associates. They also have a direct impact on customers’ purchasing decisions.

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Payless prepares for Bankruptcy Filing and Store Closures

According to sources familiar with the matter, Payless Inc. is preparing for its second trip in bankruptcy court. The plan could see the discount shoe chain shrink dramatically. According to people familiar with the matter, the retailer is looking for a loan to help it through bankruptcy proceedings. It also discussed plans to close a large number of its North American stores. Payless joins an increasing number of retailers that filed for bankruptcy protection in this year’s market, including Shopko and FullBeauty Brands. In April 2017, the retailer filed for bankruptcy protection and closed almost 400 stores. According to Payless’ website, the retailer currently owns more than 2,700 North American locations.

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Total Retail’s View: It is well-known that brick-and-mortar stores are overleveraged. Many brands have tried to close unprofitable locations in order to stay financially viable. Payless has had to deal with the debt it took on as a result of a 2012 leveraged purchaseout by Blum Capital Partners and Golden Gate Capital. Payless’ last options are a bankruptcy filing, significant downsizing of its stores footprint, or a sale. Payless is one of many legacy retailers that have failed to adapt to changing consumer habits. Let’s not forget Payless.


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