With more than 2,500 stores, Sephora proves that brick-and-mortar experiences thrive when itâs interwoven with a customerâs digital profile â and in Sephoraâs case neither are traditional. Experience and tech together, will continue to drive the beauty industry. The experiences I have had with customer service alone are exactly why I stopped ordering from Sephora for a year or maybe longer at all. Sephoraâs investment in improving the customer experience has paid off. Because the thing about customer experience that they get, that most miss, is that they're looking at the customer's experience as a possessive experience, meaning that it's yours, it's mine, and they're designing it as if it was ours. I have definitely ceased spending even as much is a quarter of what I was spending with them. Hereâs how they adapted their operations to create a consumer journey that was love at first swatch. This store concept is mainly based on experience as a differentiation point. We highlighted Sephoraâs obsession with its customer journey in 2018, but this year, weâre calling out the three-time Index winnerâs flawless, omnichannel experience. Since rolling out Medallia, nearly every key customer experience metric improved, including the client loyalty index, likelihood to recommend, satisfaction with agent, checkout experience and more. The Way Forward. With its innovative strategies designed to make its customerâs shopping life easier, Sephora is embracing new retail trends for the better. Sephora had been conducting customer and employee experience surveys for a number of years, however, this data was gathered separately in the past. WORST customer experience in my life Hello, I have been a loyal Sephora customer for years - currently a VIB Rouge - and I can honestly say I have NEVER been more disrespected in my life than I have been today by a Sephora customer representative SUPERVISOR. Sephora's customer experience is well ahead of the game, and rightly so. A key assumption being made here is that Sephoraâs customers love to come into the store on a whim to play with makeup and enjoy the experience Sephora offers. This was the case until Sephoraâs leadership team had a breakthrough moment in which it became clear the customer experience and the employee experience were inextricably linked. Sephora parent LVMH says its specialty retail division, which includes Sephora, had a sales gain of 11% in its most recent quarter. They are looking for experiences. Today, Sephora says it is focused on leveraging digital technologies toward a singular focus: to create an outstanding shopping experience for its customers, whether in-store or online. I have applied to Sephora in Las Vegas, Nevada at two different stores. 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