Case Study: Clarins achieves immediate ROI and unified in-store and online CX with Qualtrics

Clarins - Customer Case Study

Clarins, a family‑owned global beauty brand founded in 1954 with a long history of customer centricity, needed to modernize and scale its customer experience program to keep pace with changing digital and in‑store expectations across nine Asia‑Pacific markets. The challenge was to consolidate disparate CX efforts, measure NPS consistently across channels and markets, and turn feedback into fast, actionable improvements.

Clarins implemented Qualtrics CustomerXM to unify in‑store and online feedback, provide region‑to‑store visual dashboards (including mobile access), and integrate with tools like Zendesk to automate ticketing and escalation. The result was faster insight and decision making, greater operational efficiency and accountability, immediate return on investment, and expanded rollout into other regions while improving customer experience across channels.

Clarins

Michelle Lin

Senior Manager - Crm, Asia Pacific