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Customer experience (CX) trends in the beauty & health industry
Highly competitive sectors in full mutation
In salons, in stores and now on the Internet, beauty and health companies are facing more and more demanding requests from their customers. The change in consumer habits, whether to obtain health advice or to buy beauty and care products, requires rethinking the physical and digital customer experience.
Entrust your customer experience and satisfaction
to the care of a CX expert
Beauty brands, national chains of hair salons, networks of health professionals: PRESENCE has become
a trusted ally for many health and beauty industry brands.
Each PRESENCE study allows you to collect valuable measurements on the customer experience and satisfaction, but also to share these KPIs and customer feedback with your teams. Animating your results collectively and creating a climate of emulation in a collaborative progress dynamic is a know-how emblematic of the spirit of our CX research institute.
Case study: a major player in
the health sector
We have been supporting a network of optical and hearing stores for 6 years. Initially set up as part of the preparation for the certification of the points of sale, the collaboration with PRESENCE quickly extended to different methodologies: mystery visits, satisfaction surveys, internal audits.
The particularity of our mystery shopper program lies in the difficulty of finding interviewers who are close to their customers/patients. We challenge our internal teams on a daily basis to update our pool of professional investigators in this sector.
PRESENCE now provides a Customer Experience platform that brings together several KPIs and enables teams to drive operational excellence.
Our mystery visit program, combined with the satisfaction surveys we conduct, have enabled us to highlight the importance of adapting the reception and leave-taking processes according to the customer profile (profile under 40 years old versus seniors).