{"id":1569,"date":"2023-09-29T07:34:27","date_gmt":"2023-09-29T07:34:27","guid":{"rendered":"https:\/\/maxxing.prod.libeo.fr\/reference\/sephora\/"},"modified":"2026-03-09T14:41:44","modified_gmt":"2026-03-09T14:41:44","slug":"sephora","status":"publish","type":"reference","link":"https:\/\/maxxing.com\/en\/reference\/sephora\/","title":{"rendered":"Sephora x Maxxing: An emotional omnichannel loyalty program"},"content":{"rendered":"\n

How Sephora transformed its loyalty program with the Maxxing loyalty solution.<\/h2>\n\n\n\n
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International context and challenges <\/strong><\/h3>\n\n\n\n

A global benchmark in beauty and specialized retail, Sephora<\/strong> places customer experience and loyalty at the heart of its strategy. With millions of active members, the brand wanted to evolve its My Sephora<\/strong> loyalty program towards a more omnichannel<\/strong>, personalized<\/strong> and emotional<\/strong> model.<\/p>\n\n\n\n

The main objective: to strengthen customer engagement<\/strong>, develop customer lifetime value, encourage community participation and increase purchase frequency<\/strong>, while offering a consistent beauty experience across all touchpoints (e-commerce, mobile and in-store).<\/p>\n\n\n\n

To support this large-scale strategic transformation, Sephora chose Maxxing<\/strong>, an expert in loyalty and sales promotion platforms, to completely overhaul its loyalty program<\/strong>, deployed throughout Europe and the Middle East<\/strong>. This new-generation loyalty program is designed to be scalable, omnichannel and adaptable to local conditions.<\/p>\n\n\n\n

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The challenges of customer loyalty at Sephora<\/strong><\/h3>\n\n\n\n
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Modernize a<\/strong> long-standingloyalty program<\/strong> to meet new customer needs.<\/p>\n\n\n\n

-Value all forms of customer engagement, beyond the transactional.<\/strong><\/p>\n\n\n\n

-Create a seamless, omnichannel<\/strong> loyalty experience .<\/strong><\/p>\n\n\n\n

Reinforce personalization<\/strong> through point-of-sale clienteling<\/strong>.<\/p>\n\n\n\n

-Deploy an international program <\/strong>that can be adapted to local conditions.<\/p>\n<\/div>\n\n\n\n

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The Maxxing solution for emotional, service and community loyalty<\/strong><\/h3>\n\n\n\n
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A differentiating loyalty experience<\/strong><\/h4>\n\n\n\n
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Maxxing helped Sephora design an emotional loyalty program<\/strong> in line with the brand’s DNA. The My Sephora program values expression, trust and inspiration, while strengthening the lasting relationship between the brand and its customers.<\/p>\n\n\n\n

Retail customer<\/strong> levers are integrated into the heart of the system: Beauty Advisors have a unified view of the customer (profile, history, benefits, personalized offers), enabling real-time personalization<\/strong> in-store.<\/p>\n\n\n\n

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Statutory loyalty generates emotion and commitment<\/strong><\/h4>\n\n\n\n
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The program is based on a clear and motivating loyalty status<\/strong> mechanism:<\/p>\n\n\n\n

-A progressive, inclusive<\/strong> customer journey .<\/strong><\/p>\n\n\n\n

-Recognition of commitment<\/strong> and a sense of belonging.<\/p>\n\n\n\n

– Personalized<\/strong>, simple and desirable benefits.<\/p>\n\n\n\n

–Flexible use of<\/strong> points: premium experiences, exclusive events or community involvement.<\/p>\n<\/div>\n\n\n\n

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An animated, gamified loyalty program<\/strong><\/h2>\n\n\n\n

To stimulate customer engagement, Maxxing has deployed gamification<\/strong> mechanisms to encourage product discovery, the use of beauty services and interaction with the brand.<\/p>\n\n\n\n

The customer experience is enhanced by :<\/p>\n\n\n\n

High-value-added interactions: <\/strong>beauty diagnostics, workshops, expert content and brand exclusives.<\/p>\n\n\n\n

– Advanced personalization <\/strong>based on behavior and preferences.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Results: performance, commitment and value creation<\/strong><\/h2>\n\n\n\n
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The My Sephora loyalty program has established itself as a lever for business performance<\/strong> and differentiation in beauty retailing.<\/p>\n\n\n\n

Measurable results<\/strong><\/p>\n\n\n\n

\u2705 +0.5 points of customer satisfaction in priority segments.<\/p>\n\n\n\n

\u2705 Increased purchase frequency and average basket for high-value customers.<\/p>\n\n\n\n

A memorable customer experience<\/strong><\/p>\n\n\n\n

-More interaction and personalized services.<\/p>\n\n\n\n

-A program perceived as modern, generous and emotional.<\/p>\n\n\n\n

-Relational loyalty that goes beyond traditional promotional mechanisms.<\/p>\n\n\n\n

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