Sandra RadlovackiSandra RadlovackiMarch 5, 2020
lush_taya_plymouth_8_march_2019_smaller_1-1280x854.jpg

2min803

UK cosmetics chain Lush is inviting people to wash their hands in their stores even if they are not shopping, to help hinder the spread of coronavirus.

The move comes amid calls for an increase in public hand washing stations, with UK firm Protecting.co.uk warning that shops, libraries, and restaurants should offer more facilities to clean hands and prevent the spread of COVID-19.

Protecting.co.uk spokesman Mark Hall said face masks were “pretty useless” in preventing the spread of the virus, and said thorough hand washing was the main step the public can take.

We all know the basics, wash your hands when you’ve used the toilet, wash them before you eat, but that’s just simply not enough in a virus emergency,” he said.

You need to make sure you are washing your hands after blowing your nose, coughing or sneezing. Your hands are a breeding ground for germs, washing them regularly will stop you from spreading bacteria to other people and all over surfaces such as door handles and bannisters.

At the end of the day, an alcohol-based hand rub will do the trick in a pinch, but nothing beats a good old-fashioned scrub with soap and water  and we need more places to do this.”


David WhiteDavid WhiteApril 16, 2019
social-3064515_1280-1280x853.jpg

4min1201

High street cosmetics mainstay Lush recently raised eyebrows by announcing it was quitting its social media channels in the UK.

According to the firm, 16 percent of its social media mentions were negative, a number sure to increase now that the company is no longer operating its Twitter, Facebook, and Instagram accounts.

“Increasingly, social media is making it harder and harder for us to talk to each other directly. We are tired of fighting with algorithms, and we do not want to pay to appear in your newsfeed,” a Lush spokesperson said.

“So we’ve decided it’s time to bid farewell to some of our social channels and open up the conversation between you and us instead.”

The world of social media can be a harsh, competitive, dog-eat-dog environment for brands and publishers. New algorithms implemented by social media platforms now mean that posts from friends and families are prioritised on your newsfeed, leaving brands and publishers in the dark and left with no option but to pay to get their content seen.

So why have brands started to see less social organic reach? This all started in the January 2018 when Mark Zukerberg changed Facebook’s algorithm, stating: “With this update, we will also prioritise posts that spark conversations and meaningful interactions between people.”

The impact this had on brands’ organic social reach was astronomical, and it was undoubtedly a smart move by Facebook (which also owns Instagram), which used its power to force businesses to pay them more.

Meanwhile, recent research from Statista revealed that social media marketing spend has increased year-on-year – a number not likely to reduce anytime soon given these changes:

So, a smart move for Facebook, but is this a smart move for Lush? The answer, in my opinion, is no.

Lush had built up a loyal following of over one million followers, a following which they could use in any upcoming marketing campaigns or for messages they want to convey. It’s important to remember that social media is as much as a customer service channel as it is a sales channel.

Customers who want to air their frustrations will do it, and they will most likely do it on social media. The fact that a brand would choose to ignore this is concerning to say the least.

It might be that 16 percent of Lush’s social mentions were negative, but if ignored this number could dramatically increase and cause serious brand reputation problems.


Paul AinsworthPaul AinsworthApril 10, 2019
Screen-Shot-2019-04-10-at-16.19.14.png

3min1129

The axing of UK social media accounts by cosmetics giant Lush could lead to more retailers turning their backs on the channels and embracing live chat, it is predicted.

The high street favourite, which has over half-a-million followers on Instagram, over 400,000 ‘likes’ on Facebook, and over 200,000 followers on Twitter, has urged customers to contact them only by email, phone, or through its website via a live chat system.

The move is the result of the firm being “tired of fighting with algorithms”, and a spokesperson said: “We don’t want to limit ourselves to holding conversations in one place, we want social to be placed back in the hands of our communities – from our founders to our friends.”

However, Lush North America has confirmed its social media channels would remain in operation, while the UK company has said it will look at a new approach to social media communication through use of hashtags and influencers.

The decision has been described as a “bold move” by Sandra Schroeter, the Senior International Product Marketing Manager at LogMeIn, who said it was in line with current consumer trends.

“It also highlights the many benefits of choosing live chat to support customer engagement,” she said.

“In fact our recent survey found that 71 percent of businesses believe online chat with either a human agent or a chatbot will be among the most common channels used by customers in three years’ time. Live chat enables retailers and businesses alike to respond to customer queries with speed and in real-time. Perhaps more importantly, it enables businesses to own the conversations and speak to customers directly.”

She added: “Lush’s bold move in the UK should inspire more retailers to embrace live chat to connect with customers more directly.”




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter