CXP - Customer Experience Asia
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards
No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards
No Result
View All Result
No Result
View All Result
Home Customer Experience

Passing Skills Online To Give Better Customer Experience

L'Oreal is increasingly focusing on customer service and experience, especially through online conversations, to meet the needs of its customers who are shopping online while being at home better

byTeam CXP Asia
November 20, 2020
Passing Skills Online To Give Better Customer Experience

Consumers are on social media almost all the time, making conversation as the new marketing. Hence, L’Oreal revamped its approach to customer service by mixing marketing and e-commerce. In July, the CPG and beauty giant promoted Céline Dumais, a 22-year-old exec at the firm, to the newly formed position of global chief customer care and experience officer to carry out the transformation.

The French personal care company has seen notable growth during the pandemic. This year, the biggest jump has been in e-commerce, which is up 60 percent.

Hence, L’Oreal is increasingly focusing on customer service and experience, especially through online conversations, to meet the needs of its customers who are shopping online while being at home better.

L’Oreal’s transformation, in collaboration with Sprinklr, a customer experience management tool, focuses on a “100 percent responsiveness program” across markets, Dumais says. “If we want to be leaders in marketing, we have to have leadership as well in how we serve our consumers.”

For instance, L’Oreal has been training its beauty consultants since the beginning of the pandemic, who usually work in shops to pass their skills online so that they can continue to serve consumers shopping via e-commerce. This advancement is assisted by new devices, such as a platform that allows users to use virtual reality to digitally try on make-up.

Ultimately, L’Oreal strives to “align all teams with different expertise so that you don’t have the old model, with one thing being handled by a customer service individual and a group manager doing another with different resources,” says Dumais. “It’s shifting from a case mindset to more of a conversation mindset.”

Tags: Customer ExperienceCXCXPOnline
ShareTweetSharePin
Team CXP Asia

Team CXP Asia

Next Post
The Pandemic Speeds Up Technology Transformation

The Pandemic Speeds Up Technology Transformation

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Future of Working Out away from the Gym

Future of Working Out away from the Gym

April 21, 2021
Building the world’s computer with Microsoft Datacenters

Building the world’s computer with Microsoft Datacenters

April 20, 2021
The Future Of Travel And Tourism In A Post-COVID World

The Future Of Travel And Tourism In A Post-COVID World

January 22, 2021
Top 10 Leading CX Brands In Taiwan

Top 10 Leading CX Brands In Taiwan

December 21, 2020
Simplified Customer Experience

Simplified Customer Experience

October 14, 2020
Top 10 Leading Customer Experience Brands in Hong Kong

Top 10 Leading Customer Experience Brands in Hong Kong

March 23, 2020
Load More

Asia's leading portal for customer experience news and intelligence.

Follow Us

Browse by Category

  • Airline
  • Automotive
  • Banking
  • Customer Experience
  • CX Experts
  • E-commerce
  • Food & Beverages
  • General
  • Global
  • Industry
  • News
  • Online
  • Reports
  • Retail
  • Tech
  • Telecom
  • Thought Leaders
  • Travel & Tourism
  • Uncategorized
  • Video

Newsletter

Subscribe to our mailing list to receives daily updates direct to your inbox!

  • About
  • Contact

© 2021 Customer Experience Asia. All Rights Reserved.

No Result
View All Result
  • Home
  • News
  • Video
  • CX Experts
  • Industry
    • Airline
    • Automotive
    • Banking
    • Food & Beverages
    • Online
    • Retail
    • Tech
    • Telecom
    • Travel & Tourism
  • Reports
  • Events
  • Awards

© 2021 Customer Experience Asia. All Rights Reserved.