So how does Lul­ule­mon inspire such cult-like loy­alty among its cus­tomer base (prin­ci­pally yoga prac­ti­tion­ers)? They do the basics really well — for both in-store and online shop­ping. It’s clear they’re pay­ing atten­tion to cus­tomer expe­ri­ence man­age­ment across many dimen­sions.

A Well-Designed Experience Playbook

Here are some of the things they get right: [Read more…]