Consumer evangelists are those who become voluntary advocates of the company; spreading their positive experience and love for the particular brand.  Every business aims high for this, and those who do it best save a lot in their marketing budgets.  When it comes to engaging their advocates and giving them special treatment, those who live the Lush life know it best.

The people who work at Lush truly know how to treat their customers – or Lushies- right.  From the first moment you step into that store and are welcomed by many friendly smiles to the generous free samples that they include with your purchases, the company definitely differentiates themselves through exceptional customer experience.

If you think treating you well in person isn’t nice enough, Lush also created an online community forum for those who are more then just the casual customer.  How is it just for the advocates? This community forum monitored by Lush admins is not promoted anywhere on their official website; only found by those who are passionate enough to.  Or if it is, it is definitely in a very discreet location.

Lushies can unite here and talk about their favourite products, how they store their products, interesting ways to use them, and ask almost any question Lush related.  The forum even includes a section called ‘Poles, Surveys & Campaigns’, where site admin can ask questions like, “What is your favourite scent?” and get direct customer feedback in a quick and nearly costless way.  Users could even start their own topic on suggestions for improvement of the company.  Here’s a snippet of some of the conversations happening:

To keep those Lushies on the forum feeling special, Lush hosts events called Lush Forum Parties where limited edition products are offered exclusively to them.  These items could only be ordered by phone and are usually only offered during specific times. Sometimes they even bring back retired products, called Retro Lush, that were once loved by many.

Here’s the link to the Lush community forum.  shhhh…