The mobile application: The mobile application is mainly focused on IOS users and hence android users might not be able to use it or find it difficult to use, customers have complained to Sephora that the recently updated version of the app gives error message (See Appendix D) and also the product images on the application are too low to download which affect the customers’ shopping experience and can lead to less customer retention and conversion that could affect the company’s revenue (Digiday, 2017).
Website: Some customers complained that they were able to order from the website and item on their list/cart were disappearing (see appendix A). Maintaining the attention …show more content…
The customers can also try on different products virtually when or before shopping which help them in making a purchase decision and as result the company increase their in-store purchases.
Social network: Served as a forum for consumer research and getting customer's feedbacks where the company gathers and store individual's response in order to gain insight. The social network serves as a model of information exchange between Sephora and their customers as well as among customers as it helps in addressing individual needs of customers.
Website: Sephora has the customers’ full attention when they are interacting with the website looking for information for their needs. Sephora.com also has a live chat where the customer service representative chats with the customers and help them in clearing doubt or navigating through the …show more content…
For example, Color IQ is a technology used in scanning face and the technology known as "Pantone" will identify the skin tone and recommend a perfect foundation and concealer shades and also recommend personalized skincare product based on the scanned skin tone. Moreover, the company has a service known as “Play by Sephora” which customers can subscribe to and get monthly preferred products samples with a catalogue containing the products information. Also, the company launched “Beauty Insider” which is a loyalty program through which the company provides their customers with a reward upon purchase, in 2006 the company has 2.4 million customers holding the beauty insider card (Rudolph