Reinventing Beauty Services Through Experiences & Engagement

This research paper provides an overview of how brands and retailers are rethinking the beauty wellness experience through innovations in beauty services and product offerings. From offering subscription services to crafting salon-like experiences, this paper includes insights and best-in-class examples of how brands and beautician clinics are engaging customers to deliver next-gen beauty and personal care services. This report also provides insights into customer-facing strategies that are not only increasing acquisitions but increasing retention and advocacy.

Published June 2019

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The 16-page report includes:

  • 14 trends helping to reinvent the beauty services sector
  • 50 trend-supporting exemplary case studies
  • 18+ insights and stats that will help you frame the beauty services landscape

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Insights From Reinventing Beauty Services Through Experiences & Engagement

Analysis Beauty Brands Like Birchbox Leverage DIY Trends To Serve As Lifestyle Partners

To supplement consumers' daily routines, these beauty brands are investing in at-home products that leverage trends in do-it-yourself makeup and beauty education

Related CX Insights

Home Outer invites its customers' homes to double as showrooms

The outdoor furniture brand Outer invites its customers to serve as hosts in its Neighborhood Showroom program, turning their backyards into showrooms where potential buyers can see the products in a real-world setting.

Beauty Harvey Nichols's Beauty & Wellbeing Space is an entire floor dedicated to self-care

This luxury London department store has an entire floor dedicated to ‘self-care,’ offering a range of beauty and wellness services, from podiatry to dermatology. Consumers can stop by Reviv Genetics to learn their genetic makeup or head to Beyond Medispa for face and body treatments. Wellness-focused shoppers can also step inside the private treatment rooms for exclusive services from the likes of La Prairie, Sisley, Elemis and Thalgo.

Retail Opendoor's Agent Partner Program pairs homebuyers and sellers with trusted real estate agents

Online real-estate platform Opendoor created their Agent Partner Program to pair home buyers and sellers with trusted real estate agents to provide an additional layer of service. If a home seller requests an offer on their home through the Opendoor platform, but it falls outside of the platform’s standard criteria for buying, Opendoor will automatically refer them to one of their top-performing agent partners. The referral gives homeowners peace of mind and provide agents with a new way to build their businesses by feeding them high-intent buyers and sellers.

Design RH New York features an interior design firm and offices embedded into its flagship

The New York flagship store of luxury home goods brand RH (formerly known as Restoration Hardware) has embedded an interior design firm and offices into their footprint. They also have an expansive design atelier, where clients, designers and architects can access fabrics and finishes, along with ample space to work on their design projects and private rooms for client meetings and presentations.

Cafe & Restaurant Roula is both a store and a community hub for cycling enthusiasts

Luxury bike rental service Roula’s flagship location in New York City serves as a gathering space for cycling enthusiasts, with a café to offer pre-ride fuel and a selection of recovery-focused products to help them post-ride. Roula hosts a series of guided rides and events around New York City and beyond. It also offers a bike rental service for hotel guests, which includes a fit specialist to make sure that the bike is dialed into riders’ exact specifications.

Fashion & Apparel Big Lives partners with NYC real estate developers to create exclusive fashion pop-ups

Experiential retail platform Big Lives partners with NYC real estate developers to stage invite-only fashion pop-ups in high-end properties on the market.

Luxury Selfridges is home to an ever-changing array of in-store pop-ups

London department store Selfridges is home to an ever-changing array of in-store pop-ups, ranging from luxury brands like Fendi and Cartier to celebrity designers like Jaden Smith to the social shopping app Depop. The pop-ups are supported by a host of in-store events. For example, the Cartier pop up in August, 2019, included an Upside Down Photo Booth and a Duality Room, where poets wrote personalized haiku, and a resident DJ.

Food & Beverage Starbucks x Alibaba's virtual store in China lets customers easily order ahead online

Coffee chain Starbucks partnered with Chinese ecommerce giant Alibaba to create a virtual store in China, allowing customers to place online orders across Alibaba Group’s mobile apps, as well as the Starbucks app. Customers can also buy digital Starbucks gift cards via the ‘Say It with Starbucks’ option and earn rewards in the Starbucks Rewards program.