Case Study: Sephora achieves industry-high client loyalty (6% CLI lift) and real-time customer insights with Medallia

How a visionary retailer continually improves already-high loyalty

Sephora, the visionary cosmetics retailer, needed better store-level visibility into customer experiences, higher employee engagement with feedback, and a way to test products and initiatives with real customers to lift its internal Client Loyalty Index (CLI). To address this, Sephora selected Medallia and rolled out a closed-loop customer feedback program using Medallia’s Experience Management platform across its North American stores.

Medallia implemented an easy-to-use interface with role-based dashboards and real-time analytics, enabling managers to respond immediately and the company to rapidly test innovations like Color IQ and Skincare IQ. As a result, average user logins increased 2–3x, nearly every customer experience metric improved, and CLI rose 6% to industry-high levels; Medallia’s platform also supports the collection of hundreds of thousands of surveys annually to sustain ongoing improvements.

Sephora

Kahla Broussard

VP of Retail