Doriane Dalati, Vice President and General Manager at L’Oréal, is steering the Service & Retail Academy (SRA) transformation programme in the Americas Zone as she works towards the goal of creating a unique customer experience at every point of sale (POS). She told us how she is deploying it, starting with North American beauty advisors.
Reinventing the customer experience, “social shopping” and specialised training programmes… Sarah Edwards, Cosmetics Senior Operations Manager at Debenhams, reveals how the famous British department store chain is meeting the needs of today’s ever-more demanding customers.
How do you go about upskilling one million beauty advisors worldwide* in customer excellence? That’s the task facing Eun Sil Son, General Manager of L’Oréal’s Service & Retail Academy, who describes the challenges involved in rolling out a global educational programme rooted in emotion and empathy.