What's in that secret bath bomb sauce?
Lush, purveyor of rustic handmade soaps in an array of intoxicating fragrances and brightly colored bath bombs, is doing pretty damn well in 2017. Report after report may say that malls are struggling, and yet, here is a mall chain that's thriving.
Ahead of the opening of Lush's first new concept shop in New York City on Friday, I caught up with Brandi Halls, the director of brand communications for Lush Cosmetics North America, to glean some insight about what, exactly, is in Lush's secret bath bomb sauce. Lush's customer experience is what sets us apart. Our curious-looking stores and enthusiastic staff are what put Lush on the map, so it only makes sense to further nurture and enhance that experience for our customers. In this age when digital sales are soaring, we truly believe nothing compares to the in-store experience where customers can touch, feel and play with our innovative products and engage with our knowledgeable and passionate staff.
Social media has had a significant impact on our business. Long before social media, our fans were very active on online forums and other online communities, so we are well versed in listening to, engaging with and learning from our customers. Of course, with the growth of social media, all of those opportunities have been enhanced. Not only are we hearing from fans more often and about more things, but we're also seeing a bigger impact on sales when those discussions go viral.
The shop floor is a stage for our staff to share all they know about the brand and products, as well as to express themselves and their passion for the brand in their own unique way. [We want to] give our customers inviting displays that encourage them to engage with and share our bright and playful products and the space to genuinely learn from our staff.
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