2017

How to Achieve a Dynamic, Single View of the Customer

Many brands are struggling to meet customer expectations because technology is changing at such a rapid rate. This is changing how consumers are capable of engaging with a brand and their perception of a brand's ability to engage with them. Many of the problems and barriers that prevent a brand from meeting those expectations start with data silos and bottlenecks across the different systems that a brand uses for customer engagement.

2017

2017

2017

How to Leverage Your Customer Data to Maximum Effect

Data does not have a great deal of intrinsic value in isolation. Said differently—it’s what you do with data that matters. Collecting it is of little direct benefit when it’s simply stored to no end. Conversely, when it’s put to use in service of your business goals--and chief among those should be delivering the kind of personal engagement that makes customers more loyal and more profitable--companies can be transformed.

2017

Sephora's Customer Experience Wins & Untapped Potential

I have never been a big makeup person. Don’t get me wrong -- I need it and don’t ever go out without it, but I stick to the basics. I am an athlete, so that complicates the attention I choose to give to makeup. The surplus of options and brands Sephora offers is intimidating. Primer, powder, bronzer, and mascara is the combination and extent of the makeup I consistently purchase but unlike most people, I am a true loyalist. For me, Sephora is the best place to go because I know they will always have the brand I love: Laura Mercier. I am loyal to Sephora and buy all of my products at their stores or online. Here’s where I think they are delivering a great customer experience and opportunities for them to turn passive makeup purchasers into frequent shoppers.