Offering beauty to all is the North Star for L’Oréal. Their goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity, and responsibility, to satisfy all beauty needs and desires in their infinite diversity.
Delivering on this mandate requires providing the best customer support in the beauty industry, which is a high bar to clear. Over the past decade, managing and responding to an increasing number of customer comments across channels has become a growing challenge. The pandemic dramatically accelerated the move to online shopping, significantly increasing the number of customer inquiries. In Q1 of this year, L’Oréal’s online sales were up 53% in the same period a year earlier.
In 2017, L’Oréal chose Sprinklr to accelerate its social media strategy and enhance the customer experience. Today, with pandemic lockdowns and the growth of e-commerce and social media reshaping the beauty landscape, L’Oréal has the challenge of fielding hundreds of thousands of customer conversations and questions a month on social media. With the goal of becoming a 100% responsive company, L’Oréal is leveraging Sprinklr to help it tackle the challenge of listening to every customer, learning from them, and providing them with a memorable experience.
“Today, delivering the most powerful retail experiences starts with meeting customers on the channel of their choice,” said Luca Lazzaron, Chief Revenue Officer, Sprinklr. “As the world’s leading beauty company, L’Oréal is known for trying to share the best of beauty with all. With Sprinklr, L’Oréal can now easily listen to these consumers, learn from them and engage with them wherever they are.”
Listen to Engage: Becoming a 100% Responsive Company
Customer service matters. In research on actual customer transactions published in Harvard Business Review, researchers found that customers who had the best past experiences spend 140% more compared to those who had the poorest past experience.
