lululemon Posts its Promises

Brands that post their promises usually keep them. Their customers hold them to it.

lululemon is a specialty retailer of apparel and equipment for ‘sweaty pursuits’ (think yoga, dance, etc.). The brand depends on its employees to connect with their customers.

The feeling when you walk into the store (I visited the Mall of America location for Retail Customer Experience Executive Summit) is calm and relaxing, organized and vivacious. From the well-arranged merchandise to the brightly colored accents, feng shui design touches, and rolling racks that allow for free yoga classes on Saturday mornings, this store is 100% on brand.

One of the things I liked best was that the company prominently posted its manifesto on-line and its employees promises (to themselves) throughout the store.

When people’s work becomes a way to achieve what they’re passionate about, great things can happen–like a great customer experience. When you connect with people on their ‘Why?’ (what’s important and what drives them) instead of only on their ‘What?’ (what you want to sell them), there’s a natural attraction customers feel and an easier connection with employees.

Having a great experience usually means your customers are happy. When your customers are happy, your shareholders get happy too. How do you think lululemon’s shareholders feel about the company’s sales per square foot number coming in at US $1,731, just behind Coach and Tiffany? See the listing here.

Download lululemon maifesto

Here’s lululemon’s manifesto: