What LuLu Group Teaches About Empathy-First Business Model

leanupskill.com - Upskill your Product Thinking

Expats felt far from home

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1973.

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No taste of home.

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Yusuff Ali saw the gap

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Empathy-first. Business-second.

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Most retailers see

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LuLu saw

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People who missed

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Core business begins.

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goods from the sub-continent

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Kerala Rice

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olden times

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No one in-between

[{"selector":"#anim-234c73e0-1974-40e4-b17d-09c2637a7174","keyframes":{"opacity":[0,1]},"delay":2450,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-420cdb47-33d6-4f6c-84f9-dfcfb91bcb45","keyframes":{"transform":["translate3d(0px, 89.43385%, 0)","translate3d(0px, 0px, 0)"]},"delay":2450,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-b7782a05-2dd4-4d71-83e5-29a82ca2067d","keyframes":{"opacity":[0,1]},"delay":750,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-835a103c-4978-4dbb-a8f3-6607096c7417","keyframes":{"transform":["translate3d(0px, 181.899%, 0)","translate3d(0px, 0px, 0)"]},"delay":750,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-e1d73182-ef65-4ca6-9df0-db08e57389b8","keyframes":{"opacity":[0,1]},"delay":2500,"duration":500,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-f9baaa41-e27f-4740-8fc5-51e60d79a564","keyframes":{"transform":["translate3d(0px, 290.35411%, 0)","translate3d(0px, 0px, 0)"]},"delay":2500,"duration":500,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-8869258c-2547-4f00-8238-b0d1b43ee321","keyframes":{"opacity":[0,1]},"delay":3000,"duration":500,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-1b461ae0-f6ee-4701-a831-e81ab27569c3","keyframes":{"transform":["translate3d(0px, 160.58704%, 0)","translate3d(0px, 0px, 0)"]},"delay":3000,"duration":500,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-692ba269-e394-4fc9-9142-ea63a2eb2d1c","keyframes":{"opacity":[0,1]},"delay":550,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-ca63762c-aee0-4ab1-bca3-fa605a68d019","keyframes":{"transform":["translate3d(0px, 596.02333%, 0)","translate3d(0px, 0px, 0)"]},"delay":550,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-f9233d68-156b-4f9a-acd0-d76e5a444163","keyframes":{"opacity":[0,1]},"delay":500,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}] [{"selector":"#anim-7c0f676a-193d-459d-b9d4-7efc6bde4572","keyframes":{"transform":["translate3d(0px, 374.26563%, 0)","translate3d(0px, 0px, 0)"]},"delay":500,"duration":750,"easing":"cubic-bezier(0.2, 0.6, 0.0, 1)","fill":"both"}]

Emotional loyalty drove growth

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$8B+ annual revenue. [2]

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What do we learn?

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It is a

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leanupskill.com

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What LuLu Group Teaches About Empathy-First Business Model

Expats felt far from home

The Problem

1973.

Abu Dhabi.

Thousands arrive for work.

No taste of home.

No known places.

No familiar food.

Yusuff Ali saw the gap

Not a product problem

An emotional one

Empathy-first. Business-second.

The Strategy

Most retailers see

customers

LuLu saw

people

People who missed

home.

Core business begins.

Year 1989

goods from the sub-continent

LuLu begins selling

Kerala Rice

Punjabi Spices

Eastern Pulses

Deccan Crops

olden times

Flashbacks of

memories

memories

Not goods,

Not goods,

No one in-between

No one in-between

Direct from farms.

27 countries.

Sourcing from 27 countries.

Emotional loyalty drove growth

The Impact

$8B+ annual revenue. [2]

8M+ loyal members. [3]

270+ stores. 25 countries. [1]

What do we learn?

The Takeaway

It is a

We Learn That

competitive

advantage.

Empathy is not

just a feeling.

- Keep upskilling.

leanupskill.com

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