Sephora, a French perfume and cosmetics retailer whose origins date back to 1973. The company expanded rapidly from 1993 onwards, and has belonged to the LVMH group since 1997. Renowned for its expertise in make-up, fragrances, skincare and accessories, Sephora creates an immersive and accessible experience for beauty enthusiasts. The chain called on Maxxing to completely overhaul its loyalty program for all countries in Europe and the Middle East.
Recognized as the brand with one of the best loyalty programs, Sephora is pursuing its goal of going one step further with Maxxing, redefining the standards of loyalty, personalization and customer engagement.
Sephora’s challenges
In its desire to transform its customer experience, Sephora’s challenge was to completely overhaul its loyalty program into a new statuary program offering a seamless, omnichannel customer experience based on the transactional and the emotional .
Sephora wanted to reward the commitment of its community, by implementing an efficient rebate management system to offer targeted and exclusive benefits. Every interaction and every purchase is rewarded, strengthening the bond between the brand and its loyal customers.
To optimize the personalization and shopping experience of its customers, Sephora relies on in-store clienteling via its Beauty Advisors, equipped to consult customer profiles, personalized offers and benefits, thus providing an exceptionally individualized and transparent customer experience.
The new Sephora UNLIMITED loyalty program:
With the new Sephora UNLIMITED loyalty program, beauty enthusiasts are invited to discover the infinite power of beauty and rewards.
Every interaction, whether it’sreviewing products, sharing looks on the Beauty Board, taking advantage of in-store services or making a purchase, is an opportunity for customers to earn points.
Each time they reach a point threshold , a new reward awaits them: an exclusive product, a luxury accessory or a special discount. As Sephora UNLIMITED members, customers can also enjoy a permanent discount on their favorite brand with every purchase.
Customers will receive additional gifts upon registration and to celebrate their birthday. They can progress through the program by reaching different status levels and are encouraged to participate in challenges to unlock exclusive benefits.
The MAXXING solution:
Maxxing was able to meet Sephora’s needs, offering its platform to cover the sales activities of all customers, those of loyal customers as well as those of the brand’s employees and partners.
With the introduction of this new sales promotion strategy and this new UNLIMITED loyalty program, Sephora offers each of its customers a limitless beauty adventure and a fluid, real-time omnichannel experience.
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