November 12: Using design to improve the customer experience
When shoppers complained about being pestered by sales associates asking if they needed in-store assistance, Sephora had an easy solution.
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Source: RetailWire
Published: November 2019
Using design to improve the customer experience
What do you do if some customers want one consumer experience, and others are seeking something different?
Savvy businesses can take Sephora’s lead and use design to solve similar customer experience problems. When shoppers complained about being pestered by sales associates asking if they needed in-store assistance, Sephora had an easy solution.
Shoppers, at least in some European markets, are now offered two basket options at the front of the store: a red one indicating “I would like to be assisted” and a black one indicating “I would like to shop on my own.”
As always, awesome facts. Thank you. I wonder how this worked out because I would expect customers to seek assistance while they are shopping, at least as often as seeking it before they start.
Great fact today. Highlights a customer focus and a tidy solution. TY!