Request a Demo

Job Role
Inquiry Type

YES, I agree to receive, via email, information about Medallia solutions and success stories that show how industry-leading companies improve the customer experience and increase revenue. Read our Privacy Policy in the footer below.

Read our Privacy Policy

Thank You

Your message has been received and we will contact you shortly.

How a visionary retailer continually improves already-high loyalty


Survey responses per year


User log-ins


Client Loyalty Index


The Challenge

Sephora needed a nimble solution that not only helped unearth new product and retailing opportunities, but also helped track the success of innovations.  Sephora chose Medallia for two reasons: its uniquely engaging and powerful software, and its understanding of the retail industry.

The Action

Starting from a zero baseline, Sephora implemented a closed-loop feedback program for all North American locations.

Additionally Sephora uses Medallia as part of its innovation testing processes. The Sephora team continually dreams up innovative services to better serve and delight its customers, and then tests their effectiveness with customer feedback. Recently tested and launched innovation include Color IQ and Skincare IQ, in-store services that help customers find just the right product for their skin type and regiment. Today, Medallia is as ingrained in Sephora’s culture as the company’s mission to create memorable and enjoyable customer experiences.

The Results

Sephora’s investment in improving the customer experience has paid off. Since rolling out Medallia, nearly every key customer experience metric improved, including the client loyalty index, likelihood to recommend, satisfaction with agent, checkout experience and more. Response rates increased and in-store customer communications improved thanks to immediate dialogue between customers and managers.

Source: Case Study, How a visionary retailer continually improves already-high loyalty

Kahla Broussard VP of Retail Sephora

Learn how Medallia can work for your business

Request a Demo

More Medallia Success Stories


Tory Burch

Tory Burch listens and acts on the customer's wants, needs, and desires

Read More


Benefit Cosmetics

Benefit makes a point to make-up with its frenemies

Read More



Lego attributes its turnaround to creating great experiences for enthusiasts of all ages

Read More