News

Sally Beauty deploys CX management program to drive engagement

July 19, 2019

Salon beauty supply retailer, Sally Beauty, is deploying Service Management Group's VisitView technology in a quest to better understand customers and act on customer data in order to boost the retail and digital customer journey.

Through the Sally Beauty Supply and Beauty Systems Group businesses, the company sells and distributes through 5,106 stores, including 180 franchised units, according to its website.

The solution is allowing Sally Beauty to capture customer feedback across retail locations through a post-purchase email invitation. It is using SMG's eTrack to capture feedback from both purchasers and non-purchasers about the online shopping experience, measure satisfaction and evaluate conversion rates. It is also using SMG's PostShip — a post-fulfillment feedback tool — to measure order accuracy, timing and delivery satisfaction.