The Secret Sephora Doesn’t Want You To Know: Customer Experience

The Secret Sephora Doesn’t Want You To Know: Customer Experience

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Sephora is an international beauty and cosmetic retailer that has evolved from a French perfume store to a superstore for makeup products.

Description

Sephora is an international beauty and cosmetic retailer that has evolved from a French perfume store to a superstore for makeup products. The company has established itself as a competitive brand by prioritizing customer-centric approaches and effectively leveraging social media platforms to enhance the customer experience. This case study examines Sephora’s strategies for delivering unparalleled customer experiences through its core competencies in customer service and its use of advanced technology and social media.

TEACHING OBJECTIVES

The case study is intended to qualify students to:

  • Analyze Sephora’s core competencies in customer service.
  • Evaluate Sephora’s use of advanced technology and social media to enhance the customer experience.
  • Propose strategies to create a seamless shopping experience.

Themes: Customer service; Technology; Technology & innovation management; Augmented and virtual reality; Artificial intelligence; Strategy; Customer experience

UN SDGS: Good Health and Well-being (3); Industry, innovation, and infrastructure (9)

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