Lush has performed an about-turn and is replacing its social media customer communications with email and live chat via its own websites in all regions excepting the US.
In a statement issued by the company which had previously focused heavily on leveraging social media, it said: “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. So we’ve decided its time to bid farewell to some of our brand social channels – Lush UK, Lush Kitchen, Lush Times, Lush Life, Soapbox and Gorilla across Facebook, Twitter and Instagram – and open up the conversation between the Lush community and us instead.” Adding, “This is the first, exploratory step in Lush UK cutting out the middleman between ourselves and the Lush community. However, we understand that this isn’t an action that can be supported just yet in all markets.”
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