Topic: Voice of Customer CX
Bridget Dolan is Sephora’s Vice President of the newly formed Innovation Lab evaluating new technologies, inspiring an innovation culture, nurturing strategic relationships and setting the future vision of technology within Sephora. Bridget has led Sephora’s online marketing efforts for the last 14 years, launching social site features such as BeautyTalk, The Glossy, SephoraTV and The Beauty Board, as well as expanding Sephora’s social presence and engagement in Facebook, Twitter,
YouTube, Pinterest, Google Plus and Instagram. Prior to Sephora, Bridget worked
in online advertising for Eve.com, Amazon, and drugstore.com and worked in offline marketing for Castrol and Walgreens.
Mobile empowers the shopper to have all the information they need at their fingertips at all times. Millennials learn through watching and doing. Women who want to learn a skill will search first on YouTube and see it in action. Women’s phones are an extension of her hand as she shops, and she can finally use her phone to personalize the store shopping experience and learn more about products she’s considering by watching videos, reading ratings and reviews, and even seeing the products being worn by other women on The Beauty Board.Part of our job is educating our shopper — if we have not taught her, we’ve failed her. Since mobile has become an extension of her hand, we put all this content easily accessible when and where she needs it. We’ve crafted the mobile experience to help her find the information she needs while in our stores — like Augmented Reality to allow her to easily hover her phone over a product to watch informative videos and demystifying new beauty trends like contouring with our new Pocket Contour tutorial. Now we can use mobile to connect with clients to teach them how to use products in very personalized ways. For example, with Pocket Contour Class, clients upload a selfie to the mobile site and receive step-by-step contouring instructions and product recommendations that will complement her unique features.
We want to empower clients to be in control of their shopping experience and have everything they need to be confident in their purchases, while making the omni channel shopping experience as seamless as possible — and mobile is at the heart of these initiatives.
4. How will this improve the effectiveness of marketing?
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