Discovery and Customer Access
Web and mobile experiences should make services, products, locations and relevant business information easy for customers to explore and access.
Beauty consumers increasingly move between digital
discovery, physical retail, ecommerce and social channels. Wellness customers
may combine digital research with in-person services, memberships, products and
ongoing engagement.
This means the customer journey is no longer contained
within a single application or location. A booking, purchase or service
interaction may create information that remains relevant across customer
communication, internal operations, reporting and future engagement.
For beauty and wellness leaders, the priority is to connect
these interactions around a coherent operating model. Customer-facing
applications, business systems and internal workflows should carry the
appropriate information forward while respecting access, privacy and the
distinct requirements of each business.
“The customer experience may move across channels, but the
information supporting it should remain connected.”
