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Service & Retail Academy: excellence training to enhance the customer experience

In Action

Retail in North America: L’Oréal counts on the in-store personal touch

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.

Perspective

The new design of retail excellence & customers’ experience

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.

Strategy

Service & Retail Academy: Putting empathy to work for customers all over the world

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.