- Addressability/Memory:
Overall Strong
Strengthness
Website remembers purchase order history, login info., reward info., shopping cart, etc.
Remembers birthdays and gives out birthday gifts free with purchase.
Recommends personalized products once user fills in their preferences.
Weakness
Sephora does list their terms and conditions and privacy policy, but is not specific on listing the terms of use once you are already a member. Personal information is used and disclosed by Sephora. They use it for the purpose of the administration of the Program, internal analysis for marketing purposes, and as otherwise permitted by Sephora's "Privacy Policy", which is not specifically listed. Some of Sephora's customers might not like their personal information being used for marketing purposes.
- Interactivity:
Overall Strong
Strengthness
Provides customer service through email, mail, and phone.
Has a strong customer review section that delivers great interactivity.
Sends emails of order confirmation, tracking info., suggestion of products, and promotions
Uses Facebook, Twitter, Instagrid, Pinterest, and Youtube for further interactions.
Provides cross-selling for multiple buys.
Weakness
Does not provide live chat, which could be an important function for customers purchasing beauty products.
Links
Sephora Facebook
Sephora Twitter
Sephora Instagrid
Sephora Pinterest
Sephora Youtube
- Control:
Overall Average
Has a good search engine, and website divides categories of merchandise in detail. However, the navigation could get complicating and confusing since there is too many categories of merchandise and so many different brands. For Sephora to remain competitive, they should come up with a navigation section that is simple and better organized.
- Accessibility:
Overall Strong
Strengthness
Has through information about company: Sephora's overall information, history, stores, e-commerce, the Beauty Insider Program, Sephora inside JCPenny, Sephora Executives, through contact information, vendor request contact, etc.
Has very detailed information on every merchandise including product descriptions, instructions, shipping info., product Q&A (sometimes answered by Sephora's employees), ingredients, etc.
Weakness
Sample product photos are complicated to access in a large view.
Most products have only one photo.
Has very detailed information on every merchandise including product descriptions, instructions, shipping info., product Q&A (sometimes answered by Sephora's employees), ingredients, etc.
Weakness
Sample product photos are complicated to access in a large view.
Most products have only one photo.
- Digitalization:
Overall Strong
Fast Speed and clarity of product photos.
Overall Strong
Fast Speed and clarity of product photos.
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