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Sally Beauty gets CX makeover

By Retail Technology | Monday July 15 2019

Hair and beauty retailer Sally Beauty is implementing new customer experience (CX) software

The company has chosen Service Management Group (SMG) for the actionable insights delivered through its technology platform and professional services.

Sally Beauty is the world's largest distributor and retailer of salon-quality hair colour, hair care, nails, salon and beauty supplies. 

With more than 3,700 Sally Beauty stores and 1,300 stores in the Beauty Systems Group network, Sally Beauty services both retail consumers and salon professionals with up to 10,000 products from professional lines and an extensive selection of proprietary merchandise.

Seeking to better understand and act on insights garnered from its retail and digital customer journey, Sally Beauty is implementing a customer experience management program. 

Customer feedback 

Using SMG VisitView, a location-level CX survey, Sally Beauty is capturing customer feedback across its retail locations through a post-purchase email invitation.

To keep pace with the continued growth of its ecommerce business, Sally Beauty is using SMG eTrack to capture feedback from both purchasers and non-purchasers about the online shopping experience, measure satisfaction and evaluate conversion rates. 

Following delivery, the retailer is using SMG PostShip—a post-fulfillment feedback tool—to measure order accuracy, timing and delivery satisfaction.

With multi-channel feedback data delivered via the smg360 reporting dashboard and mobile app, employees get a holistic view of key customer experience metrics and store leaders have anytime access to local customer feedback, role-based reporting and intuitive dashboards.

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