Look Fabulous Forever was a business built in direct response to ageism in the beauty industry. Their founder experienced first-hand how scarce make-up designed purely for mature skin was on the market and worked to resolve this issue building her business at 65 years old. Look Fabulous Forever are in a unique position given their founder can empathise personally with the issues faced by their customers, but the principals they apply to building trust with their customers to drive loyalty, retention and engagement can be applied to all customer-facing businesses.

In this session, Janis will be walking us through Look Fabulous Forever’s 4 pillars of loyalty that lie in the centre of their customer service strategy. As a result, Janis and her team have seen outstanding results with 80% of revenue coming from existing customers, and customers crossing the 2nd purchase threshold going on to make 7 subsequent purchases on average. This session is a must attend for those looking to define an end-to-end retention strategy.