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A Service Culture

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Why do customers come to Sephora and what factors keep them loyal or returning to do business with this organization?

Customers return to Sephora because of the unique products and services it provides including the experience. Even though the organization has too many customers, it remains attentive to the needs of every customer and they ensure customer satisfaction. The organization has different loyalty programs that has helped it standout in the market and achieve a string of customers. In all its operations, it ensures its customers are engaged and this ensures their retention. The main priority of Sephora is its customers and its key operations center around the customers. Employees are trained on how to handle customers and achieve customer satisfaction. According to Toister (2017), employees play a huge role in achieving customer loyalty and the first thing an organization must do is to ensure “employees receive extensive training, and the first priority for every new hire is to learn about the company’s culture. Employees are taught how to incorporate the company’s core values into their daily work” (Toister, 2017). Sephora ensures it understands the needs of its customers and trains employees to provide services that match customer needs.

Interview with staff

Sephora also engages its customers on social media. Social media platform such as Twitter, Instagram, YouTube, and Facebook provide a platform for Sephora to build positive relationships with its customers. Through these platforms, the organization encourages feedback from its customers which keeps them engaged. According to Toister (2017), an organization’s culture must include the engagement of customers in an organization’s operations. The feedback from customers enables the company to improve its services and give customers a better experience.

core competitiveness

References

Toister, J. (201). The Service Culture Handbook. A STEP – BY – STEP GUIDE TO GETTING YOUR EMPLOYEES OBSESSED WITH CUSTOMER SERVICE. ISBN-13: 9780692842003.