The Six Pillars of Customer Experience Analysis on Sephora
Written By: Dr. Hasan, Digital and Social media marketing specialists The Six Pillars of Customer Experience Analysis on Sephora: The following sections evaluate and improve the customer experience by using the six pillars of customer experience: Figure-1: Six Pillars of customer experience (Source: Karchin and Horvarth, 2023) Six Pillars Ratings (1 = Strongly disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, and 5 = Strongly agree). Personalisation 4 Resolution 3 Integrity 4 Time and effort 3 Expectations 3 Empathy 4 Based on the six pillars of customer experience evaluation, the organisation's greatest strength is to create personalisation, integrity, and empathy. Personalisation: Sephora has created personalisation by bringing different types of brands under one roof (Tentori et al., 2023). The idea of Sepho