*Disclaimer: Salesforce Customer stories and other blog posts in this series are not ION clients*The powerful platform enables the cosmetics giant to create a frictionless journey for their customers.[embed]https://www.youtube.com/watch?v=kKS11rLGRCM[/embed]
“A recent feature story on the influential website Business of Fashion relayed a telling anecdote about the fast-growing beauty brand e.l.f. Cosmetics. In 2017, after introducing a poorly-received product, the company immediately regrouped, acting on consumer feedback gleaned from social media. It reformulated the product within 10 days, and sent a new version to everyone who wrote a bad review. And for good measure, each one included a handwritten note from its R&D team.
The story illustrates, among other things, how a brand can quickly pivot and succeed when 1) it is not afraid to course correct, 2) it actually listens to its consumers and acts on their feedback, and 3) it leverages an agile technology platform that enables these quick pivots.”
Passionate about technology, e.l.f. Cosmetics are pushing forward and reacting quickly to mistakes. They invest heavily in technology with the aim of creating a frictionless experience for their customers, creating what can arguably be described as a luxury experience for an affordable brand.
With an ambitious goal of ‘breaking the barrier between channels’, be that online or instore, they are creating an ecosystem that holds the customer experience at the centre.
We’ll be exploring more case studies as part of our Customer Story series. Curious about what Salesforce can do for your organisation?
ION is a Salesforce Silver partner specialising in business transformation. From implementing customised systems to developing existing workflows, we are here to guide and support you through your journey of success.
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