Aarabi, Parham, 120
Acqua Di Parma, 37
ADA (American with Disabilities Act), 80–81
Adams, Raechel, 66
Adams, Stewart, 5
Aerin, xvii
AI (Artificial Intelligence), 120
AlixPartners, 123
Alliance Data, 118
Allied Market Research, 97
Altimeter, 120
Amazon, 123
American Association of People with Disabilities, 80
American with Disabilities Act (ADA), 80–81
Amika, 113
Anagem, 105
apps (applications), 47–49
AR (Augmented Reality), 120
Arbonne, xiv
Arnault, Bernard, 16, 34, 35, 38
Artificial Intelligence (AI), 120
Ascention Beauty Co., 105
Asia Pacific region, 99–100, 124
Augmented Reality (AR), 120
Aveda, xvii
Avon, xiv
Away, 60
Ayurveda, 99–100
“Ayurvedic Market Demand, Growth, Opportunities and Analysis of Top Key Player Forecast to 2023” (Market Watch), 100
Bader-Michel, Nathalie, 17
Bare Escentuals, 27
Barnes & Noble, 12
Baylac, Anne-Véronique, 62–63
beautiful, desire to feel, xii–xiii
beauty, holistic approach to, 92–94
Beautycounter, xiv
beauty industry
growth in, xi–xiii
modern cosmetics in, xiii–xviii
Beauty Insider Community, 57–59
Beauty Insider Program, 29–31, 119, 127, 134–35
Beautylish, 85
beauty retailers, future of, 122–24
Beauty Studio, 116
beauty supplements, 94
Becca, xvii
Behrens, Kerrigan, 104
Belle-Épine shopping mall, 4
Benchmark study, 127–28
Bergdorf Goodman, 85
Beyoncé, 37
“Beyond Botox” (NPD Group), 19, 20
Bigby, Garenne, 82
big data, 119–22
Biltagi, Marwa Meme, 60
Bines, Joel, 123
Biometric Information Privacy Act (BIPA), 53, 54
Bite, 35
Bloomingdale’s, 85
Bobbi Brown, xvii
Boidi, 16
“Bold Beauty for the Transgender Community and Workforce,” 110
Boohoo, 83
Boots Company Limited, 5
Boots Pure Drug Company, 5
Boston Retail Partners, 25
Bosworth, Kate, 86
Botox, 118
brand, protecting, 133
“Brave Beauty in the Face of Cancer,” 110
Bread Beauty Supply, 105
Brightfield Group, 96
Brow Bar, 125
business lessons, 131–36
BuzzFeed, 112–13
Cadilhac, Marie, 105
Calabasas, California, 69–70
California Perfume Company, xiv
Camargo, Patricia, 104–5
Campbell, Naomi, 86
Canada, 16
Canadian Broadcast Company radio (CBC), 79
cannabidiol (CBD), 94–97
Capital One Cafés, 132
Capon, Laura, 26
CARE Natural Beauty, 104
Carnell, Clint, 117–18
CBC (Canadian Boradcost Company radio), 79
CBD (cannabidiol), 94–97
CBRE Group, 24
celebrity partnerships, 35–38
Center for Urban Families, 108
Centers for Disease Control, 78
Cha Ling, 37
Champs-Élysées, Paris, 7
Chanel, 97
charitable giving, 109
Charlotte, North Carolina, 115
Chau, Nicole, 104
Chemical Policy, 111
Chinova Bioworks, 104
Classes for Confidence, 109–10
Clean at Sephora, 111–12
Clear + Brilliant, 118
Client Relationship Management (CRM) tool, 56
Coachella, 112–13
contouring, 47
Cora, 60
Corbett, Julie, 103–4
Cordyceps, 105
credit cards, 118–19
CRM (Client Relationship Management) tool, 56
Cruz, Penelope, 86
customer-centric mindset, 42
customer confusion, 14
customer loyalty, 27–31, 127, 134–35
customers
creating experiences for, 131–32
discrimination alleged by, 67–68
racial profiling of, 69–76
customer service, 58–59
customized shopping experience
creating, 55–56
with customer loyalty program, 30–31
CVS, 12
Dam, K. L., 11–12
Darty, 17
data collection
and big data, 119–22
with credit cards, 119
for customized shopping experience, 55–56
and information security, 126–27
Del Rosario, Mariela, 66
Dermstore, xi
Dhayagude, Natasha, 104
Digiday Content Marketing Awards, 114
digital gift cards, 49–50
Digital Makeover Guide, 117
Digital Skincare Guide, 117
digital technology, 40–44
digital tools, 53–55
Dior, 16
discrimination, 66–76
Disney Groups, 17
disruption, 122
distributive commerce, 57–59
Dom Perignon, 16
dosha, 99
Duane Reade, 12
Ebel, 16
eco.bottle®, 104
ecodesign, 112
Ecologic, 103–4
economy, and beauty industry, xiv–xv
Education-Colors, 105
EEOC (Equal Employment Opportunities Commission), 66
El Corte Ingles, 21
Empik, 22
employees
assistance programs for, 109
discrimination alleged by, 66–67
enmeshment, of digital and in-store business, 41–42, 135–36
entrepreneurs, partnering with female, 100–106
EPA partner, 110
Equal Employment Opportunities Commission (EEOC), 66
Estée Lauder, xvi–xvii
Euromonitor International, 97–98, 123
events, 112–14
experiences, creating, 131–32
Facebook, xii
Fairbank, Richard, 119
Fast Company, ix
Fast Company, 60
Federated Department Stores, Inc., 13, 14
female entrepreneurs, partnering with, 100–106
“Find Your Foundation,” 116
5WPR, 72
Forever Young BBL, 118
Forrester, 121
“For Sephora, the Store is the Core to Its Beauty,” 123–24
Fragrance IQ, 117
France, 16
Fresh, 37
Fucking Fabulous Beard Oil, 97
Gaither, Alison, 98
Galeries Lafayette, 17
Galliano, 16
Garcia, Arturo, 96–97
Garland, Judy, xv
gender neutral product lines, 97–99
Gen Xers, 127
Germany, 45
Gevas, Patrick, 73–74
Giannulli, Mossimo, 82–84
Giannulli, Olivia Jade, 82–84
gift cards, 49–50
Girlboss Media, 60
Givenchy, 16
Givenchy Parfums, 37
Glamglow, xvii
Global Cosmetics News, 68
global expansion, 16–18
Glossier, Inc., 91–92
Google, partnership with, 46, 51, 62–63
Great Recession, 33
Greece, 16
GreenRoom, 73
Gutierrez, Manuel “Manny MUA,” 99
Happening at Sephora digital hub, 52–53, 116, 117
Harry’s Inc., 92
Hayek, Salma, 86
Hayward, Molly, 60
Hayworth, Rita, xv
Health.com, 95
Heim, Maeva, 105
herpes, 76–79
Hewlett-Packard (HP), 83
holistic approach, to beauty, 92–94
Hollywood Agency, 73
The Hollywood Reporter, 113
“How Sephora Reorganized to Become a More Digital Brand” (McGinn), 40
HP (Hewlett-Packard), 83
Huda Beauty, 61
Hum, 93
Hush, 112–13
HydraFacial Company, 117–18
hygiene, of testers, 76–80
ibuprofen, 5
Idea Central, 47
iGen Beauty Consumer report, 98
inclusion workshops, 70
inclusivity, by Sephora, 107–10
India, 45
influencers
protecting brand when working with, 133
sales innovations with, 59–60
scandals involving, 82–84
information security, 126–27
Internet Retailer Data, 91
Inventing Beauty (Riordan), xiii
investments, future planning for, 132–33
Italy, 16
Japan, 16–17
Jay-Z, 37
Jones, Leslie, 74–75
Josie Maran, 95
Kardashian West, Kim, 86
Kassoff, Jared, 105–6
Kattan, Huda, 61
Kat Von Beauty, 37
Kendo Brands, 35
Kenzo, 16
Kenzo Parfums, 37
Kharys, 16
Kidman, Nicole, 86
Kose Corp, 92
LA Ink, 87
Laguna, 16
La Luer, 104
La Mer, xvii
Lapuente, Christopher de, vii, 34–35, 39, 90, 123–24, 125–26
Lash-Brow-Ine, xvi
“Lash & Dash,” 116
Lauder, Estée, x, xvi–xvii, xviii
Laughton, Mary Beth, 50–53, 55, 56, 57, 115–16, 122
lawsuits
related to discrimination, 66–68
related to hygiene of testers, 77–78
related to naming issues, 84–86
related to trade dress, 13–14
related to Virtual Artist app, 53–55
related to web accessibility, 80–82
leadership transitions, 34–35
Lee, C. K., 81
Lee Litigation Group PLLC, 81
Lehman Brothers, 33
Lelling, Andrew E., 84
Le Mer, 22
L’Etoile, 22
Letzelter, Pierre, 17–18
Levy, Jacque, 34
Levy era, 18–21
Ling, Lisa, 11
#LIPSTORIES podcast, 60
Liu, Nancy, 105
Loewe, 37
“Looks Matter” (Dam), 11–12
L’Oréal, 120
Los Angeles, California, 115, 118
Los Angeles Magazine, 113
Loughlin, Lori, 82–84
Lovely Skin, 92
Lulus, 83
Lunar Beauty, 99
luxury treatment centers, 117–18
LVMH Moët Hennessy Louis Vuitton S.A., viii, xxi, 8–9, 17, 20–21, 27–28, 34, 45, 134–35
LVMH Selective Retailing Group, 34
LXMI, 102
Maybelline, xvi
Macy’s, xi, 13–14, 24, 125, 134
Macy’s West, 13–14
magazines, xvi
Maison Francis Kurkdjian, 37
makeup, history of, xiii–xv
“Makeup Deluxe,” 116
Makeup For Ever, 37
Makeup Minis, 116
Mandonnaud, Dominique, viii
on Chafik, 16
development of Shop 8 and Sephora by, 1–8
experiences created by, 131
first store opened by, xi
growth plans of, 132–33
retirement of, 8
views about customers, xvii–xix
Map My Beauty, 47
Maran, Josie, 48
Marc Jacobs Beauty, 35, 37, 83, 97
Marett, Lucia, 81
marketing, enmeshed with digital, 43–44
Market Watch, 100
Marschall, Kevin, 24
Mary Kay, xiv
“Mask Us Anything,” 116
Max Factor, xv
McDonald, Calvin, ix, 39–40, 46–47, 125
McGinn, Daniel, 40
Médène, 104
media campaigns, 133
Mediakix, 113
Meitner, Howard, 14–15
men, products for, 97–99
men’s personal care market, 97–98
Mercado, Jillian, 60
Mercier, Laura, 48
Mexico, 44
microinfluencers, 59–60
Milkman, Katherine, 71–72
Mille et un Parfums, viii, 4, 7
millennials, 127–28
Mintel, 98
mobile sales, 43
ModiFace, 120
Moisture IQ, 97
Moisture Meter, 117
Montes, Stephanie, 114
Moon Juice, 93
Morris, Ken, 25
Moulin Galland catalogue, 15
Mount Sinai Hospital, 78
NAACP, 108
National Black Justice Coalition, 108
National CARES Mentoring Movement, 108
National Coalition on Black Civic Participation, 108
natural beauty market, 96–97
Neiman Marcus, 85
Netflix, 55
New York, New York, 11–12, 45, 115
New York Times, 66
New York Times Style Magazine, 37–38
New Zealand, 45
Nicholson, John, 5
Nike, 123
#NoMoreSephora, 74–75
non-binary individuals, products for, 97–99
Nordstrom, xi, 24, 41, 85, 134
nutritional supplements, 93–94
Oberon, Merle, xv
Olive View-UCLA Medical, 76
Olivia Jade x Sephora Collection Bronze & Illuminate Pallette, 82
OLLY, 93–94
omnichannel experience, 44–46, 50–53, 115–16, 135–36
online privacy, 126–27
Operation Varsity Blues, 82–84
OrangeTwist, 117–18
Origins, xvii
Paektu, 105
Palm Springs, California, 115
“Pan-Cake Brand Make Up,” xv
Parfums Christian Dior, 37
partnerships
with female entrepreneurs, 100–106
with J.C. Penney, 23–25, 85, 132–34
with luxury treatment centers, 117–18
protecting brand in, 133
with Rihanna, 35–38
Partow, Nellie, 116
“Peel to Perfection,” 116
Peet’s coffee, 132
Pereira, Camille, 104
PERK Hydrating Facials, 117
P&G (Procter & Gamble), 34
Pickford, Mary, xvi
“2015 PinkReport: The Sephora Shopper,” 127
Pinterest, 44
pivoting, 4
plastic gift cards, 49
“Pocket Contour” experience, 47
podcasts, 60–61
Poland, 22
pop up concept, 23–24
Portugal, 16
Prescriptives, xvii
2017 Presidential Executive Order for Web Accessibility, 82
“PR Fail? Sephora Denies Doing the Right Thing for the Right Reasons” (Wallace), 73
Prix de Nombre d’Or, 15
Proceedings of the National Academy of Sciences, 71
Procter & Gamble (P&G), 34
product naming scandals, 84–87
Project Glimmer, 109
Prosper, 123
public relations, 73–74
“Quick Lip,” 116
racial profiling, of customers, 69–76
Raines, Ella, xv
Rao, Priya, 50–51
Reddit, 75–76
retail space, 115–17
Rihanna, 35–38
Riordan, Teresa, xiii
Rituals, 99
Rosseninsky, Katie, 26
Rougeot, Jean-André, ix, 125–27
Rouge Status, 29–30, 48, 67–68, 114
Rubio, Jen, 60
Russia, 22
Sagely Naturals, 104
Sahajan, 102
Saint Jane Beauty, 95
Saks Fifth Avenue, xvi–xvii, 134
sales innovations, 33–63
celebrity partnership with Rihanna, 35–38
customized shopping experience, 55–56
with digital technology, 40–44
digital tools, 53–55
distributive commerce, 57–59
with Google partnership, 62–63
with influencers, 59–60
investing in, 136
and leadership transitions, 34–35
omnichannel experience, 44–46, 50–53
with podcasts, 60–61
by Sephora Americas, 39–40
technologies in, 46–50
with YouTube, 61
Samsung Experience stores, 24, 134
San Francisco, California, 13, 46
Saturday Night Live, 74
scandals, 65–88
Operation Varsity Blues, 82–84
product naming scandals, 84–87
related to discrimination, 66–76
related to hygiene of testers, 76–80
related to website accessibility, 80–82
Scandanavia, 44
Sears Canada, 39
Sedgwick, Kyra, 11
Seelig, Anne, 81
Segran, Elizabeth, 60
Sephora, viii–ix
business history of, 1–9
as experiential encounter, xviii–xix
source of name, xii–xiii
Sephora Accelerate, 100–106
Sephora Americas, ix, 39–40, 125–27
Sephora Beauty Lounge, 113
Sephora Collection, xx, 18–21, 111–12
Sephora Collection x OLLY, 94
Sephora Flash, 48
“Sephora Head of Omnichannel Retail Mary Beth Laughton: ‘We need to over-deliver’” (Rao), 50–51
SephoraIN, 107
Sephora Innovation Lab, 46–48, 136
“Sephora is No Longer Shipping to the U.K.” (Capon), 26
Sephora KSA, ix
Sephora Manifesto, 107
Sephora PLAY!, 114–15
“Sephora Sadly Won’t Be Coming to the UK After All” (Rosseinsky), 26
Sephora Skincare Studio, 116
Sephora Store Companion app, 51
Sephora Studio, 27
Sephora-to-Go mobile app, 47–49
Sephora UAE, ix
Sephora Virtual Artist app, 53–54, 117
Sephora Virtual Assistant, 116
Sephora Visa® Credit Card, 118–19
Sephora Visa Signature® Credit Card, 118–19
SEPHORiA House of Beauty, 114, 115
services, offered at Sephora, 22
“17 Times Brooke Shields’s Eyebrows Were the Best Thing in the Room,” 85
The 7 Virtues, 102
Shanghai, China, 22
Shanghai Jahwa United, 22
Shark Tank, 101
Shields, Brooke, 84–86
Singapore, 44
Singer, Rick, 83
Skincare IQ, 117
Skincare Minis, 116
skincare products
for men, 97–98
offered at Sephora, 21–22
Smashbox Beauty Cosmetics, xvii, 83
Smith, Tara C., 77
Snapchat, xii
social impact, 106
social media
distributive commerce with, 57
impact of, on beauty industry, xii
influencers on, 59–60
social responsibility, 107–10
societal pressure, to look beautiful, xi–xiii
Spark Retention and Marketing, 29
“Square” chair, 15
Stablein, Andrew, 97–98
Staples International, 17
Starbucks, 23, 24, 55, 71, 134
store-with-a-store concept, 23–24, 134
subscription box services, 114–15
Suliteanu, David, ix, 24, 35–36
Summerville, Pip, 105
Sunrise, Florida, 115
sustainability, 110–12
Switzerland, 44
technology(-ies)
in future of beauty retailers, 120
investing in, 136
in sales innovations, 46–50
testers, hygiene of, 76–80
Thrive, 102
Tides Foundation, 109
TikTok, xii
TIP Workshop, ix
Tom Ford, 97
The Tonik, 105
trade dress, 13–14
trends, 91–124
Ayurveda, 99–100
big data, 119–22
CBD, 94–97
credit cards, 118–19
events, 112–14
expansion in retail space, 115–17
and future of beauty retailers, 122–24
holistic approach to beauty, 92–94
partnering with female entrepreneurs, 100–106
partnering with luxury treatment centers, 117–18
products for men and non-binary individuals, 97–99
social responsibility, 107–10
subscription box services, 114–15
sustainability, 110–12
TRESemmé, 83
Turner, Lana, xv
tutorials, on YouTube, 61
Twitter, xii
Ullman, Myron E., III “Mike,” 23
United Arab Emirates, 44
United States, 16
University of Southern California (USC), 84
Us Magazine, 75
Val-De-Marne, France, 4
Values Partnership, 108
Vaseline, xvi
Venable LLP, 86
Verdon, Joan, 71–72
VIB (Very Important Beauty Insider) status, 29, 30, 67–68
Vital Proteins, 93
Vitruvi, 102
Walker, Judge R., 14
Wallace, Brooks, 73
Warfield, Nia, 98
Washington, D.C., 115
Web Content Accessibility Guidelines (WCAG), 81
“We Belong Together” campaign, 75
“We Belong to Something Beautiful” campaign, ix, 70, 107
website accessibility, 80–82
websites
expansion of, 25–26
global expansion of, 44–45
protecting brand on, 133
Weingarten, Alex, 86
Williams, T. L., xv–xvi
WiseGuyReports.com, 94
Wissink, Stephanie, 37
Witcher, Brendan, 121
Women’s Wear Daily, 113
word of mouth advertising, 19–20
“Work Your Magic: A Day of Empowerment,” 109
WWD, 125–26
Yoox Net-a-Porter, 85
Zaretsky, Andrea, 119
Zeichner, Joshua, 78–79
Zie, Rachel, 113
Zoeasis, 113
Zoe Report, 113