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If you were hoping for some romantic nuggets or beauty secrets, stop here. If you want to know why it’s important to have a deliberate and thoughtful end-to-end customer experience, please read on.
#1. The number one reason I have a crush on Sephora’s customer service is something quite simple. When I went to find their customer service number online, it came up immediately in very large numbers I couldn’t miss. They wanted to make it easy to find them.
#2. The number two reason is that the nice woman on the phone resolved my problem in less than five minutes. She replaced a missing item from my package at no extra cost and no shipping charge. No questions asked.
#3. The number three reason, and the most important one, is that at no point in this interaction did Sephora try to sell me anything else. They wanted to make sure I was happy with my existing purchase. They know a basic principle of customer engagement: make the customers happy now, and they will come back.
In a single call Sephora created an engaging, simple experience and a customer advocate.
For the first time in a long time I took the customer service satisfaction study at the end of the call. I wrote an online review. And I wrote this piece.
That’s the way to engage your customers.
In the words of Sephora, “At Sephora, every single day we go beyond the expected to deliver our customers a unique shopping experience. Everything we do starts here.”