Remember the other day when I said my sister and I went for lunch? Well, after we finished up our lovely meals we still had 20 minutes to kill so we decided to walk around Covent Garden. We soon found ourselves in The Body Shop. There were so many products I didn’t even know where to look. I tried on some of the body butter. It was nice. We walked out, not a purchase in hand.
And then my sister suggested we go to Lush – which I said I had never been to before. She was in. shock. that I had never been, so off we went.
As soon as we could see the store – we could smell it. The gorgeous smell carried throughout the surrounding outside areas of the store. Yum.
Pleased Senses? A+.
As soon as we walked in, the staff joined in on the conversation my sister and I were having. We were talking about our pizzas at Pizza Express and how delicious they were, and the woman and man at the front desk joined straight in on our conversation. And not in a creepy way, either. In a cool way. In a “we have known each other for years” way. At first, it shocked me – but they were lovely.
We walked into the shop, down the stairs, and my sister started pointing out all of these products that look NOTHING like what you would expect. Seriously – half of their products look more like desserts than actual shampoos or body butters. I mean, who says shampoo has to come in a bottle? I was hypnotised and I felt like a little girl exploring DisneyLand for the first time.
Product originality? A+
My sister was midway through pointing out a shampoo, Big Liquid Shampoo to be exact, when our friend from the entrance came up to us and said that he was going to let us sample it. “Cool!” I thought to msyelf. Although I didn’t quite know what he meant because we couldn’t exactly wash our hair in the shop, right? That’s when he came up to us with this tub. As in – he gave us a free sample to take home and try out. Me and my sister? Well, we were shocked.
“For free?” I asked. “For free.” he assured me. I couldn’t wait to get home to try out this new shampoo haha!
Going ABOVE and BEYOND for their customers and potential customers? A+
At this point I just want to buy something. No joke. We walked in there just to look around, as we did in The Body Shop, and I had no intention to purchase anything that day. But at this point I’m so in love I simply have to leave with more. I needed to buy my friend a gift, and asked him for his recommendation. He said he had just the thing. He brought me to these gorgeously wrapped boxes and pointed at the one he recommended to me, but also went through the others to help me make sure I was making the right decision.
Customer Service? A+
It’s funny. We went to The Body Shop and spent nothing even though there were loads of products on sale. And ten minutes later found ourselves purchasing from Lush. Similar stores, two very different approaches, and Lush ends up on top because of their originality.
Unsurprisingly I left Lush feeling ten times happier and better than I had when I walked in. Oh, how in love I am with my Lush experience so far. And you know me. I have an obsession with taking my FAVOURITE aspects of other businesses and trying to infuse similar concepts into my own business.
And so, I sit here, pen and paper in hand as I ask myself the following FIVE questions. I dare you to do the same:
1) How can you please the senses of your customers?
2) How can you be extra friendly?
3) How can you package your products in an original, totally unexpected “purple cow“-kinda way?
4) How can you go above and beyond for both your potential and existing customers?
5) How can you make your customer service something that lifts people’s spirits whenever they are in contact with you and your business?
9 thoughts on “The Body Shop VS. Lush >> Let’s Talk Business”
I’m completely in love with Lush, you have to check them out at Christmas time.. the Christmas range is to.die.for.
I always find myself doing the same in Body Shop, I see, I like, I leave empty handed. Lush just has a way of capturing my imagination every time I walk through the door. You have to try the bath bombs x
Did you get a bath bomb alex? If not, next time you are there go grab a sex bomb, its amazing 🙂
I love LUSH! Their products are way nicer for the sensitive skin people like me.
i love your marketing posts! i love all of your posts, but i just love how your marketing brain works! thank you so much for always being so open and friendly and providing such useful info 🙂
I think this is one of the most brilliant blogs you’ve ever posted! It really made me think about the way I do business. I’m a kind, friendly person, but I don’t really go the extra mile for my customer. Well it’s high time I start! This is a hobby of mine, but it’s also a business. And I have to look at it that way, otherwise my customers won’t see it that way. Thank you, Alex! Your insight into the world of photography is ALWAYS inspiring!
I love when I can nail down the differences between companies, especially when you have Lush to use as an example. It’s so amazing!
I’m now working on developing the senses…I’m thinking I may add lavender to my packaging….the color palette matches my branding and that bit of scent would be awesome. Now if only I can figure out a way to do it without making too much of a mess…
so true! It’s all about the experience and making them full special. Awesome post!
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Thanks for this Alex, this just goes to show that genuine customer care and authentic experience wins every time :). I am a big fan of Lush. You should try the MASSAGE BARS that melt on the skin. Amazingness.