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SEPHORA Kristen Hunt | Fall 2011
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TABLE OF CONTENTS
COMPANY OVERVIEW ................................................................................................ 3
SWOT ANALYSIS ........................................................................................................... 4
STRENGTHS ...................................................................................................................... 4
WEAKNESSES .................................................................................................................... 5
OPPORTUNITIES ................................................................................................................ 5
THREATS ........................................................................................................................... 7
TARGET MARKET ......................................................................................................... 8
MARKETING MIX .......................................................................................................... 9
PRODUCT .......................................................................................................................... 9
PRICE .............................................................................................................................. 10
PLACE ............................................................................................................................. 11
PROMOTION .................................................................................................................... 12
RECOMMENDATION .................................................................................................. 14
REFERENCES ................................................................................................................ 16
APPENDIX ...................................................................................................................... 18
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COMPANY OVERVIEW
Sephora is a French-based chain of stores specializing in cosmetics, fragrances, and
personal care items. While the company was initially founded in 1969,1 Sephora first entered the
U.S. market in 1998 and has since experienced exponential growth.2 Currently, Sephora owns
over 1,000 stores, 300 of which are located in the United States. Additionally, the company
operates 150 store-in-store locations within JC Penneys. The brand is currently in the growth
phase of the life cycle, reporting revenues of $378.4M during the 2010 fiscal year.3
Alongside high-profile brands such as Christian Dior, Marc Jacobs, and Fendi, Sephora is
owned by Mot Hennessy Louis Vuitton. According to the LVMH website, Sephora aims to
express the most refined qualities of Western Art de Vivre.4 Correspondingly, the company
is committed to offering its customers products and services of excellence. Sephoras dedication
to glamour is evident throughout every aspect of the companys concept. In fact, even its
namesake exemplifies the ideal of beauty. According to the company website, the name Sephora
is a blend of sephos, which is the Greek term for pretty, and Zipporah, who was Moses
exceptionally beautiful wife in the Bible.5
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SWOT ANALYSIS
Strengths
One of Sephoras key strengths is its self-service approach to cosmetics. Those who go
to Sephora are able to test as many products as they would like at their leisure. This is quite
different from the approach used by both department and drug stores. For example, when a
customer wishes to test cosmetics within a high-end department store, they must first ask the
sales associate for assistance. Consequently, shoppers may feel obligated to buy a product after
being helped. The associate may even pressure the buyer into purchasing something they do not
truly want, leading to cognitive dissonance. At Sephora, customers are able to freely experiment
with products while still having the option to speak with an expert if they choose. Additionally,
the self-service model is superior to drug stores approach, in which customers do not have the
ability to test the makeup at all. In this respect, Sephora truly offers the best of both worlds by
allowing patrons to take the guess work out of buying cosmetics while in a comfortable and
relaxed environment.
Another strong point that sets Sephora apart from its competitors is its ability to track
customers buying habits. The company employs several different methods through which it
collects a variety of data. Through tracking its website and loyalty card, Sephora is able to
record each brand a customer patronizes. The company then uses this information to target
specific campaigns and promotions to certain consumers, increasing the effectiveness of its
marketing strategy.
The range of products carried has also added to Sephoras success. Known for offering
high-quality products at multiple price points, the company is able to target several different
income demographics. The competitive performance of the companys private label brand, the
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Sephora Collection, is an additional strength. The well-received collection offers makeup,
skincare, and hair care products at an affordable price. According to data collected from Mintel,
revenue from the private label comprises a sizeable ten percent of the companys total sales.6
When coupled with its positive brand image, Sephoras ability to offer a wide range of both
affordable and high-end products has allowed the company to create a loyal customer base.
Weaknesses
While Sephora possesses numerous strengths, there are also areas in which the company
needs improvement. Firstly, Sephora has low brand recognition among consumers who do not
live near a store. Coupled with Sephoras lack of television promotions and print
advertisements, the brands ability to connect with loyal customers is greatly hindered. An
additional weakness is that Sephora is generally more expensive than drug stores and mid-priced
retailers that offer substitutive products. Lastly, the locations of Sephora stores are not evenly
distributed. Since many stores are located in metropolitan areas, it is difficult for Sephora to
reach suburban regions, an obstacle which significantly limits the size of its core customer base.
Opportunities
Several opportunities for future growth and increased profitability exist. In particular, the
retail market for environmentally friendly products is rapidly expanding as consumers strive to
make educated decisions regarding the goods they purchase. Many green cosmetic products
have a reputation for being less effective than traditional makeup. While Sephora carries a
limited collection of green cosmetics, the company could potentially benefit from carrying a full
line of high quality, environmentally friendly products.
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A second opportunity that exists is the prospect of a mens skincare, deodorant, and
fragrance line. Research shows that the majority of men use three to five toiletries in their
regular grooming routine.7 Additionally, four out of ten men report using skin moisturizers.
Since Sephora already specializes in skincare and fragrances, developing an extensive line
especially for men would allow the company to enter a new market and increase its customer
base.
Shifting demographics also present new opportunities for Sephora. Between 2005 and
2015, the percentage of females ages 18 and up will increase by 10.3 percent, potentially
allowing Sephora to further penetrate the market. Comparatively, the 14.6% increase in women
between the ages of 45 and 64 presents Sephora with the distinct opportunity to market their
products towards baby boomers who are interested in upholding their looks.8
Additionally, the company can benefit
by acting upon the increase in
minority populations in the United
States. The buying power of African
Americans, Hispanics, and American
Indians is growing quickly, as shown
in the table at left. Carrying hair and
skincare lines specifically for women of color would help Sephora boost profit margins.
Sephora has seen great success in its recent partnership with JC Penney. A final
opportunity exists in the potential formation of new corporate partnerships with other department
stores. Collaboration will allow Sephora to reach a new audience and increase its brand
recognition.
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Threats
A few threats have the potential to disrupt Sephoras profitability and security. To begin,
the nature of the cosmetics industry presents several challenges. Typically, consumers only
purchase makeup when they run out of a product, a process which could take months. This
factor greatly limits Sephoras ability to form personal connections with everyday consumers.
Further, since makeup is often seen as a discretionary purchase, economic downturns pose a
significant risk for Sephoras profitability.9 During recessions, consumers often choose to
purchase cosmetics from more affordable venues like drug stores.
Additionally, it is nearly impossible to recognize the brand of makeup a person is
wearing. Unlike identifying a logo on a handbag or t-shirt, consumers who are fond of someone
elses makeup are unable to directly equate their keenness with a specific brand. This limits the
amount of free marketing cosmetic companies can utilize.
The landscape for the industry in which Sephora competes is also a threat for the
company. Esteemed department stores such as Neiman Marcus, Bloomingdales, and Nordstrom
sell products that are identical to Sephoras, including high-end perfumes, makeup, and skincare
merchandise. For example, both Nordstrom and Sephora carry Burberry fragrance sets and
Lancme cosmetics. Consumers who value convenience may be more inclined to purchase
personal care items in the same place where they buy clothes and shoes.
Lower price-point customers who do not live near a store may prefer shopping at drug
stores or mass merchandisers. Finally, there are several specialty stores that serve similar target
markets. MAC Cosmetics and Ulta Beauty are two of Sephoras direct competitors, offering
product lines that are quite similar. Additionally, stores like Bath & Body Works and the Body
Shop specialize in fragrances and personal care items at an affordable cost.
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TARGET MARKET
According to a recent report published by Mintel, the foremost consumers who shop at
Sephora are from households that earn over $150,000 per year.10
While these individuals are
affluent, their partiality towards testing products before purchasing demonstrates their inclination
towards making well-informed and budget conscious decisions. Additionally, Sephoras trendy
selection of cosmetics and chic store layout imply that the company aims to target young women
in their late teens through late twenties.
Since Sephora is currently in the growth phase of the life cycle, it is important for the
company to keep reaching out to those within their primary target market. Sephora should aim
to increase the brand recognition among these consumers, which will enable the company to
form a solid base of loyal customers. Accordingly, I have defined Sephoras target market as
follows:
Affluent, young females who are influenced by the perception of
beauty and trends, are concerned with high quality and esteemed
brand names, are willing to go out of their way for excellent products,
and are committed to making the most educated purchases possible.
Targeting these consumers will allow Sephora to further penetrate the market and take advantage
of the growing demographic of women over the age of 18.
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MARKETING MIX
Product
Sephora carries 200 different brands and over 13,000 products including makeup,
skincare, fragrance, bath & body, hair care, and beauty tools.11
Within each of these categories
are numerous sub-categories, expanding the companys offerings significantly. The
substantiality of depth for each of the product lines solidifies the companys position as a one-
stop shop for any personal care need. Carrying a blend of up-and-coming and highly esteemed
brands, Sephoras product offering is able to meet the needs of a diverse set of customers. While
the well-regarded brands draw affluent consumers into the store, the availability of more
affordable goods helps purchasers compare their options. Although many of the brands carried
by Sephora are manufactured by different companies, they are all united by an air of trendiness.
Each brand features dynamic packaging, eye-catching colors, and unique product concepts that
are aligned with Sephoras image, helping to unify the store despite brand differences.
The variety of trendy services offered in each store also adds to the Sephora experience.
Customers can get a makeover from a Sephora professional, have their hair styled at an express
hair station, or even receive a manicure and pedicure at an in-store nail bar. These innovative
service offerings set Sephora apart from its direct competitors and reinforce the trendy style of
the store.
Overall, Sephoras product offering effectively meets the needs of its target consumer.
Carrying a variety of cosmetic products allows the company to differentiate itself from its
indirect, lower priced competitors. When shoppers go to Sephora, they can be certain that the
store will have the products they need. Additionally, the fresh and original business model
reaches women who are looking for the trendiest place to shop. Gaining an exclusive and chic
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shopping experience while still getting the high quality goods desired creates value for the target
customer.
Price
Sephora offers a differentiated pricing model in which costs span from middle to upper
range. The model is evident through all product categories at Sephora. For example, a consumer
looking to spend a moderate amount on lipstick can purchase the Tarte Vitamin brand for $8.00.
Although this brand is up-and-coming, the product is still set at a higher price point than a
comparable good at a drug store or mass merchandiser. For those looking to spend a bit more,
the Cream Lipstick by LORAC, a brand that has existed for several years, is available for $19.00.
Since this brand is more established, its price lies in the middle of Sephoras overall pricing
range. Finally, the Lancme French Touch Absolu Lipstick is available for $35.00 and rests in
the upper pricing range. The well known brand is highly respected in the cosmetics industry,
thus constituting a higher price.
While the three foregoing products were at different stages in the life cycle, Sephora
assures consumers of their quality by simply committing to the brands. Confident in the
products value, customers are willing to pay more. Despite the fact that the prices at Sephora
are generally greater than those at other stores, the companys affluent customer base is willing
to pay since Sephora justifies greater costs by providing higher quality.
Additionally, the companys pricing model effectively lessens the cognitive dissonance
that could potentially be experienced with the purchase of expensive makeup. If a customer
wishes to wear a certain color or style of makeup for only one event, she can simply purchase a
less expensive brand. Thus, the wide range of prices gives consumers different purchasing
options, joining together the target markets need to make well-informed buying decisions.
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Place
To effectively reach numerous consumer groups, Sephora offers its products through a
variety of outlets. Sephoras most notable retailing channel is brick and mortar stores, with
stand-alone stores typically existing in metropolitan areas. Operating over 1,000 stores in 25
countries, Sephora has made a notable effort to increase its presence on a global scale. In 2006,
the company secured a partnership with JC Penney in which Sephora operates mini stores within
certain JCP locations. By 2010, 161 store-in-store locations had been opened, bringing in $1
billion in sales. Sephora has signed a contractual agreement with JC Penney to open 75
additional locations each year until 2015.12
The company also operates the top online beauty website, Sephora.com.13
Offering the
most comprehensive selection of personal care products, the site has experienced rapid growth
since its launch in 1999. The website allows users to purchase products, view feedback, and
watch makeup tutorials. Users are even able to connect with other customers through the social
networking component of Sephora.com. Internet retailing has been critical to Sephoras success
as a beauty vendor; online purchases now represent five percent of total sales in the industry.14
Leading the business in innovation, the company also sells its products through iPhone and iPad
applications. From 2006 to 2010, automatic vending machines selling Sephoras top 50 products
were positioned in malls. Their effectiveness is currently being assessed.15
Sephora uses
traditional placement as well, relying on seasonal catalogues to broaden the reach of its product.
Taken as a whole, Sephoras positioning allows it reach much of its target customer base
through the high degree of accessibility. The chic, hip target audience appreciates having the
power to purchase Sephora products through both web and the app channels. However, by
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concentrating its stores mainly in metropolitan areas, the company overlooks scores of suburban
communities in which their target market may reside.
Promotion
Sephora utilizes various promotional efforts to influence consumers opinions regarding
the company. Firstly, Sephora has built a strong online presence through Twitter and Facebook.
The company updates these sites regularly and encourages user interaction among all parties.
Boasting 290,000 followers, the company relies on its Twitter platform to post daily tips, to
allow followers to give feedback on discussions, and to raise awareness on new products through
contests and giveaways. By helping Sephora fans feel more connected with the company, the use
of Twitter will hopefully lead to an increase in store loyalty. Sephora also promotes itself
through the use of email listservs. Bi-weekly emails update subscribers on new product
launches, in-store events, customer feedback opportunities, and exclusive coupons.
Another essential aspect of Sephoras promotion campaign is their Beauty Insider loyalty
program. The card, which is free to all customers, offers coupons, discounts, and points for
frequent buyers. For every $100 spent at Sephora, a Beauty Insider receives one free deluxe-
sized product. Once a cardholder reaches the $350 benchmark, they are awarded the exclusive
Very Important Beauty Insider card.
Finally, Sephora runs several ongoing promotional campaigns through its website. To
encourage online purchasing, the company awards customers with free returns and three free
samples with every order, as well as free shipping on orders over $50. While purchasing makeup
online may cause some to be apprehensive, these promotions impart consumers with confidence,
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persuading them to place an order. Additionally, these campaigns strive to provide the in-store
experience to online consumers through offering free samples.
While there are numerous positive aspects of Sephoras promotional initiatives, some
shortcomings are certainly evident. Sephoras promotions only serve people who already have
an interest in the company. These efforts do not inform potential customers of the products and
services offered by the store, an aspect which could critically hinder Sephoras ability to further
penetrate the market. However, Sephoras campaigns do effectively encourage infrequent
buyers to explore the new products and services offered by the company. A second positive
aspect of Sephoras promotions is that a significant amount of the promotional efforts are based
online, effectively reaching the young target audience.
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RECOMMENDATION
Sephoras main objective should be to penetrate the market through increasing brand
recognition by members of its target audience. To accomplish this goal, Sephora should
establish a strategic partnership with Victorias Secret, a retailer of womens clothing, lingerie,
and beauty products. Boasting annual sales of $7 billion, Victorias Secret has a target market
that is very similar to Sephoras.16
Both companies direct their marketing activities towards
affluent young females who are influenced by the perception of beauty and who are partial to
esteemed brand names. However, Victorias Secret operates over 1,000 stores in the United
States, considerably outnumbering Sephoras 300.
The retailer currently carries Beauty Rush, its own line of private-label cosmetics. I
suggest that Sephora develops a co-branded line of makeup for the store, called The Victorias
Secret Collection by Sephora. The full line will feature products of similar pricing and quality to
Sephoras current private-label collection and will be sold at Victorias Secret and Sephora stores
and online. Since Victorias Secret reaches a greater amount of people, Sephora is able to
leverage the powerhouses loyal customer base and abundance of stores. Thousands of
Victorias Secret customers who were once unfamiliar with Sephora will now recognize the
brand and potentially gain loyalty to the cosmetic store. Promoting the line through the
Victorias Secret catalogue and website will allow Sephora to utilize marketing channels that
have already been put into operation by Victorias Secret. Thus, Sephora extends the amount of
customers it can reach without having to invest capital in store construction or expansion.
Further, by transferring the responsibility of developing their own cosmetic line to Sephora,
Victorias Secret is able to save both time and money.
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Promotion of the emerging partnership will consist of advertisements in magazines that
are primarily read by members of the target audience. Possible publications include Allure,
Glamour, Cosmopolitan, and Elle magazine. All of the marketing materials promoting the line
will feature well-known Victorias Secret models and could follow the campaign: The most
gorgeous couple ever: Victorias Secret Collection by Sephora. By emphasizing beauty and
glamour, this slogan will draw the attention of members of the target market. A sample
advertisement and logo is enclosed.
The partnership will enable Sephora to better compete in the marketplace through
increasing the convenience and accessibility of products. As previously stated, one of Sephoras
central weaknesses was their lack of presence in the suburban market. Through offering a line of
products in Victorias Secret, Sephora is able to increase ease of access for target consumers.
Allowing Sephora to strengthen its brand recognition, the partnership will aid the company in
further penetrating the market. Overall, the joint venture proves to be advantageous for both
Sephora and Victorias Secret by providing enduring cost benefits that allow both firms to save
money while fulfilling the needs of customers. Further, through providing quality products in
relevant channels, the companies are able to enhance their image in the public eye and add value
for the target market.
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REFERENCES
1. "About Sephora." Sephora.com. Sephora, 2011. Web. 19 Nov. 2011.
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2. "Sephora." NYmag.com. New York Media. Web. 19 Nov. 2011.
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3. Pierce, Rachel, comp. "Sephora USA, Inc." Hoovers. Dun & Bradstreet, 2011. Web. 20 Nov.
2011.
4. "Group Mission and Values." LVMH.com. Mot Hennessy Louis Vuitton. Web. 2 Dec. 2011.
.
5. "About Sephora."
6. Private Label Beauty. Rep. Mintel. Web. 1 Dec. 2011.
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7. Men's Toiletries. Rep. Mintel. Web. 1 Dec. 2011.
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8. Beauty and Personal Care Consumer. Rep. Mintel. Web. 1 Dec. 2011.
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9. Beauty Retailing. Rep. Mintel. Web. 1 Dec. 2011.
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10. Beauty and Personal Care Consumer
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11. "Sephora." Sephora.com. Sephora. Web. 20 Nov. 2011.
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12. "JC Penney Buy/Hold/Sell Analysis." Forbes.com. Forbes, 2011. Web. 12 Dec. 2011.
.
13. "Sephora.com." Sephora.com. Sephora. Web. 2 Dec. 2011.
.
14. Beauty Online. Rep. Mintel. Web. 1 Dec. 2011.
.
15. "Sephora to Install Beauty Vending Machines." Huffingtonpost.com. TheHuffingtonPost.com, 18
Mar. 2010. Web. 20 Nov. 2011. .
16. Biesada, Alexandra, comp. "Victoria's Secret Stores." Hoovers. Dun & Bradstreet, 2011. Web. 20
Nov. 2011.
17. Victoria's Secret Stores, LLC Company Profile." Biz.yahoo.com. Yahoo, 2011. Web. 7 Dec.
2011. .
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APPENDIX
Figure 1: Sample Victorias Secret Collection by Sephora Advertisement
Figure 2: Sample Victorias Secret Collection by Sephora logo