How LUSH transformed its communications program during the pandemic

With 269 shops in North America, LUSH, like all retailers, was forced to quickly adapt to the pandemic early in 2020. All of a sudden, both HQ and stores were facing new challenges and big decisions, including navigating local health and safety guidelines, communicating with furloughed staff, and ensuring that customers continued to have excellent brand experiences.

In this session, we chat with Carmen Ip, communications and operations manager for LUSH Cosmetics North America, about how the pandemic changed the way HQ communicates with store teams and why, despite the chaos, the brand is stronger today than ever before.