When you open a store or website, you’re not just opening a business — you’re creating a platform to display your core values. That’s what the people behind Lolli & Pops, the chain of 38 sweet shops in 17 states, believe. And the customer experience at Lolli & Pops certainly backs up that belief.
The company’s goal is “to delight people” and its core values include hospitality, generosity, thoughtfulness, and surprise. Hospitality is on display at Lolli & Pops as you are immediately greeted and welcomed when you enter one of its stores, which can usually be found in popular malls such as the Shops At Mission Viejo in Southern California and Garden State Plaza in New Jersey. The greeters are “Chief Purveyors” (general managers) or “Magic Makers” (staff) and their job is to get you right into the Lolli & Pops experience by offering you samples. In fact, employees have the license to open any product and share it with you. “By opening something and eating it together, you get an immediate human interaction,” says Jessica Mennella, vice president of merchandising. “That interaction is what drives people into our doors and to be a part of what we’re creating.”