Plan of Action, Current Issues, and Sephora's Future

Suggestions for further customer service

Although Sephora provides exceptional customer service that is way beyond its competitors, there are still suggestions for improvement. One suggestion is to provide better customer service to non-registered customers. Sephora.com limits its promotions and customer service to guest customers who are not registered. Their customer service and rewards program has too much of a gap between these non-registered customers and registered customers. Also, Sephora.com's competitor Ulta.com follows what Sephora is doing, and even trying to do more with their rewards program. Ulta.com has started to provide more coupons and promotions then Sephora.com, and for Sephora to remain competitive, they should find more unique successful ways to incorporate into their customer service.

Ulta.com's Reward Program

Innovative technology for Sephora.com

Sephora.com should add more innovative features to their e-commerce. They currently have great digitalization and great technology on navigation and dividing categories/sections. One suggestion would be to add product videos and rotate / zoom features for their product images. Sephora.com's competitor L'Oréal provides product videos in their e-commerce. To remain competitive in e-commerce technology, Sephora should do the same.

L'Oréal 's Articles and Video Links Associated with Product

Ethical and compliance issues

Sephora.com collects customer data internally for marketing purposes. There is no exceptions once you are a registered customer. To remain ethical, they should provide an option for their customers to select whether or not they want this or not.

Globalization effects

Sephora.com is ahead in globalization. It currently offers their site in 15 countries. All of these sites are in the country's own languages and currency.