Food for Thoughts

Question 1

I would choose Sephora as one of the company that identified and recognized me, one that differentiate me by my value and need, one that has made my interaction easy and fun and also one that has changed something about the way it does business with me now.

Sephora is the international cosmetics and beauty retailer that sells a broad category of products from more than 100 brands and its private label including skincare, color, fragrance, body care, smile care, and hair care.  I love a lot of the products sold at Sephora because they are items that you don't normally find elsewhere.  They know what my needs are and what my values are as Sephora brand stuff is pretty cheap in some brand that they provided and everything is so colorful,  It's also very convenient because just about every makeup, fragrance, bath & body product that you love is all right there.   Sometimes I would just go to Sephora and try their stuff as I like without being scold by the staff.  The staff sometimes would help me with the products and suggest what’s best for my face. They have been warm and helpful with my needs.  

They also have recognized me as their customers as I have a loyalty reward program with them called the Sephora Black Card member, I am entitled to receive exclusive rewards and privileges. I would be having two times points on my birthday purchases.  I am sometimes invited to their private sale and events and sometimes they do a training workshop where only Sephora Black Card member are invited.

Sephora have also made my interaction easy and fun, despite from the helpful salesgirl who have always help me when I am confuse with my choice they also have a digital and mobile customer experience strategies that attracts me.  This strategy have mad my life’s easier.  The Sephora website builds on the advisory approach of the stores in several ways.  They put the latest and promotion products on the first homepage so I can see what is attracting me to buy.  Their website is also very convenient and user friendly, they also provide few contact people so any inquiry would be easy to ask them directly.  Sephora has a low-pressure environment which encourages exploration and experimentation.  Open shelving allows me to touch, smell, and apply any product.  It is different from other stores.  Now I have experience the freedom of Sephora’s open selling environment, so I am reluctant to return to the restrictive department store environment anymore.  Their customer service is the best so far I have experience.