Sephora Case Study

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The knowledge gap for Sephora is almost non-existent as they have offered the right product for their target market and are well stocked on the product assortments. The gap happens when the company incorrectly interpreted customer’s expectation resulting in meeting wrong or non-existing customer needs which does not happen for Sephora at all as they are thriving in the industry gaining more and more customer loyalty and attracting new customers. Policy gap reflects company’s management translation of service policy to rules and guidelines for employees. Sephora is translating customer expectation into service delivery quite well as customers are seeking products from Sephora rather than other retailers. There is clearly a gap between service quality specification and service delivery in terms of employee performance. Some of the customers have experienced beauty advisors lacking knowledge and information on the products which resulted as difficulty in managing their questions and issues. Moreover, dissatisfaction also arises from the waiting time a customer has to wait before being served as mentioned earlier. Sephora may reduce this gap by improving their service policies as well as regularly train their employees. Next is the communication gap in which Sephora seems to have communicated well through their advertising media channels which includes e-mails, in-store communication, newsletter and social media such as Facebook, Instagram, Twitter, and Youtube with over 33

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