Similar to my previous “Choose-your-own Uber Experience” post, this is another case of a service experience being improved by letting customers dictate some terms of the interaction.
“[Not only can Sephora] create differentiated experiences for different types of customers… [but they] can also gain efficiency by better distributing the attention of their personnel…
• How might we improve a service through experiential options?
• How might we make organizations more efficient by empowering those they serve?
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