In this deck, I analyze the various digital channels on which Sephora interacts with their customers.

1. Analyzing Sephora’s digital
presence
Afreen Asim Anwar
MKM 915 - MMT
150180164
11th June 2019

2. Sephora’s website is well organized and sectioned based on the
various product categories it sells.
Products are divided based on the broad
product categories.
The website features a section of “Editors’
Picks”, “Bestsellers”, “Recommended For
You” which features various products based
on the category.
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3. Sephora has an interactive and detailed app that
provides a range of features to consumers.
The app enables consumers to try
products virtually so they can
decide which colours suit their
skin tone.This gives them a store
like experience at the comfort of
their home
Prompt to sign up for
rewards program
when you first launch
the app
Front page
highlights new
arrivals.
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4. The mobile app is optimized well and all the content is
organized well.
Consumers can see product
recommendations and ‘beauty
offers’ throughout the app.
Consumers can find
information about the
various events
happening at various
Sephora stores.
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5. Sephora’s page features a ‘Shop’ and a callout for ‘Shop Now’ button,
product recommendation through posts.
Sephora Canada’s Facebook
page features the maple
leaf on their cover page.
The page also features a
‘shop’ and relevant posts with
product recommendations.
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6. Sephora’s Facebook page also features various events taking place
around the country they operate in.
Date and name
of the events
Location of the
event
Consumers can
respond to
events here
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7. Sephora has a creative and
engagingYouTube channel
which features great content
for makeup enthusiasts and
beginners.
Sephora has created various
playlists based on the campaigns
they have launched.They have
made videos on current makeup
trends, tips and tricks and makeup
tutorials.
Main page of Sephora’s
YouTube channel.
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8. Sephora has a visually appealing and interactive
profile which is a make up enthusiasts dream.
Sephora’s profile features
story highlights and a link
to the website.They post
aesthetic and well shot
product pictures everyday.
Photos posted on the profile have
a shortcut which directs viewers
to a page with product price and
details.
Sephora has an active
IGTV channel which
features videos on
current campaigns.
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9. Conclusion
• Sephora focuses greatly on all the points of interactions with customers.They put great effort into
updating and maintaining the content on their various profiles to provide customers with a great
experience.
• In my opinion, Sephora absolutely aces its customer engagement strategy by enhancing customer
experience at all touch points.Customers nowadays expect information to be available to them
whenever and wherever they need it. Sephora provides detailed and well organized information to
their consumers and facilitates the purchase decision.
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