Bringing the Liz Earle magic to life

Posted by Liz Earle Beauty Co. October 29, 2018 | 3 min read

No two days in my role as Head of Customer Experience are the same. But nothing makes me smile quite like treating a VIP customer to some legendary Liz Earle magic. That’s what happened recently when Kerry, a customer from Northern Ireland, tweeted to tell us about her mum, Sheena.

Sheena’s been using Liz Earle skincare since 1998 – two decades – and with a milestone birthday approaching, her daughters Kerry and Sarah (themselves Cleanse & Polish™ fans along with Sheena’s granddaughter Sofia, aka the third generation!) thought it would make the ultimate gift for her to visit us here at our Island HQ.

While it’s not often customers get to visit us, there was just something that touched me about Sheena’s story, so I decided to invite the three of them for the day. After all, where would be without loyal customers like Sheena?

The grand tour

The first stop for our guests was a tour of our outdoor space, greenhouse and woodland with Geoff, our Environmental Expert. The sun was shining as Sheena and her daughters learnt about the plants we use in our Superskin™ range, and Geoff shared stories of our resident red squirrels.

Next, we visited the fulfilment department, where orders are picked and packed, ready to be sent off to customers. The team were just finishing off their stretching exercises − something they do regularly to keep supple and agile as they work.

After a quick pit stop to refuel in our bistro, we headed upstairs to our gallery space to browse some of our latest work, all the while chatting about our new launch Cleanse & Polish™ Body, and our much-anticipated Wonders of Winter Christmas collection.

From here, we passed through all the different departments − from Creative, where our beautiful packs and store visuals are designed, to our QVC Team who are responsible for all our Today’s Special Value shows. Having described how the departments all link together, Sheena was absolutely blown away by the behind-the-scenes activity.

After calling in to our Customer Centre, where I explained first-hand the level of detail we go into responding to customer queries, we visited our product archive − they all remembered our pink packaging fondly!

Finally, we ventured across town to our Ryde store to enjoy hand and arm massages, handmade chocolates and a glass (or two) of Prosecco. Oh, and a spot of retail therapy, of course.

As their visit drew to a close, and with goodie bags at the ready, I bid farewell to our visitors who said they felt like celebrity VIPs after such a great day. Later that week, I received an email from Kerry to thank us for the visit…

“’Wow. What can I say?

Thank you so much to you and your team for having us today.
We all thoroughly enjoyed ourselves. Such a special treat and we felt like VIPs!

Really appreciate the effort you all went to for us.’”

It’s moments like this one, when I know we’ve made a huge difference to somebody’s day, that make my job so rewarding.

Sarah x