Edelstein Cosmetics Case Study

PATIENCE: When dealing with customers on a daily basis, employees sure to stay patience when customer come to them confused and frustrated, but also employees have the time to carefully listen to customers need. They have a way calming the customers down and decrease the frustration, either on the phone or in person, and they need something. They pretend it’s them on their shoes. They always have to end the problem with solutions by asking. What would customer want to happen? What would make the customer happy? What would make the customer satisfied? Before they hang up the phone or say good bye in person.

Shortly after World War I began, Estee’s Hungarian uncle immigrated to America and lived with the family. Estee’s uncle, John Schotz experimented with chemistry and was a salesman for his face creams. As a teen, John’s creams were Estee’s first real breakthrough. John had set up a laboratory behind the Mentzer’s home where Ester would watch amazed at the products. Ester began creating her own creams and formulas and trying them out on her friends, family and any woman that would let her. Creme Pack, Cleansing Oil, AllPurpose Creme, and Skin Lotion were Estee’s first four products. When the owner of a salon in Manhattan asked her what she used to get her glowing complexion she gushed. Later Ester would chat and demonstrate her products on women waiting in the lobby, under the hair dryers and anyone who would listen. Her creams became a hit. Estee would always say the best forms of communication were “telephone, telegraph and tell a woman”. This showed true when Estee landed a order with Saks Fifth Avenue, they sold out in just a couple days. After the major success she expanded to more prestigious retailers such as Neiman Marcus, Marshall Field’s, Bonwit Teller and I. Magnin. Estee opened each store herself and also trained all the sales women who would be demonstrating her

Customer service studies show that when something goes right, customers give credit to the individual employee dealing with the problem; when something goes wrong, customers usually blame the organization itself. This fact makes it crucial for any

Consistent, high-quality customer service is essential to the sustainability of the company; something that is only possible to deliver through engaged, motivated and properly-trained employees. Certainly stakeholders agree, as labour relations and employee engagement rank highly among the issues they consider of greatest materiality.

The concern most employers have about older workers is their ability to perform, primarily because this opens up a host of issues such as safety and health. Even more to the point employers have concerns about an older workers physical malfunctions and their decline in mental capacity. But that argument is being challenged through healthy living habits such as exercise and proper diet.

bareMinerals by bareEscentuals is a prestigious cosmetic company which creates and sells makeup items that are made from pure, natural, earth ingredients. The company is a corporate based business. A variety of networks and platforms are available to the company for sales. The heritage of the company starts with QVC, the television shopping channel, which is where the bareMinerals foundation gained exposure and popularity. This platform is one of the most popular for the company. Another popular platform is the online store as well as cosmetic retail stores such as Sephora and Ulta. These stores are important to the business as these stores reach more consumers. The company strives to create a connection with all clients and uses the cosmetics to enhance their natural beauty, which is called a make-under. The boutiques and outlets offer services for customers such as consultations, a complimentary make-under and events. A free rewards card, called F.A.B. (Friends And Benefits) is available to clients when they make a purchase. This rewards program retains purchase information from each transaction linked to the card, offers the member a complimentary birthday gift each year and shoppers receive multiple discounts throughout the year. F.A.B. members often receive calls from the nearest boutique inviting them in for a birthday make-under, sale or boutique event and also when new products launch.

Whether it is giving a hug or holding someone’s hand, a simple touch signifies that you care about the individual even if words aren’t expressed. Nonverbal communication sparks emotion and speaks to the heart more than the words, “It’s going to be okay.” Abraham Verghese told many stories of patients that needed the doctor’s touch during examinations. He termed this undivided attention as a ritual between a patient and doctor. “A ritual is all about the transformation,” says Verghese, “when doctors and nurses take the time to examine fully, ask questions and listen, a transformation occurs.” During the thirty to forty-five-minute appointment doctors who take a personal interest in understanding the patients concerns will build trust and an atmosphere of support. Reevaluating practices improves care. The health care profession needs to continually assess their practices to provide the best care for their patients. Technology and human interaction must work together to provide a caring environment for patients. Emotions can play a huge part in recovery and in turn create a rewarding experience for both the patient and health care

The lack of motivation among customer service staff is caused by several factors which include the boredom from monotonous work, feels disconnected from the consequences of their work, conflicts with other departments and the stress serving unhappy clients. All of the above causes are leading to job dissatisfaction among employees which then driving poor quality service to their customers. They are lacking of common goal in their task.

What if you could add to your client’s experience by helping protect their investment? We all know that our clients spend a lot of money and time working to restore their skin, but without proper homecare, their skin will revert. Jane Iredale is a pharmaceutical

Competition – There increase in price based competition from local brands which was driving down revenues, while competitors such as Revlon, had already promoted movies, compounded with stiff competition from Asian brands in the Asian market.

Information/Content: 30/30 The article is relevant and unbiased. It is relevant because skin care is a growing industry and can impact societies’ perception of complexion. In contrast, it is unbiased because Gerdman does due diligence to present both sides of the

An External Factor Evaluation (EFE) allows strategies to summaries and evaluate economic, social, and cultural factor through the uses of a numerical rating. In our case we evaluated the EFE of Estee Lauder. By numerically scaling Estee Lauder’s opportunities and threats we analyzed the importance of the programs they have to offer. First assigning each factor a weight of importance

Josephine Esther Mentzer, publically known as Estee Lauder, was born to Jewish immigrant parents. Lauder date is not clear, some sources believe that she was born in Queens, New York on July 1, 1908, while others believe that she was born two years earlier on July 1, 1906 (biography.com). At a young age, Lauder showed a strong interest in beauty. She loved to brush her mother’s hair and apply creams on her mother’s face. Her passion continued to grow once her uncle, a chemist, moved in with Lauder and her family (entrepreneur.com). Her uncle specialized in making skin-care products, therefore, when he moved in he set up a laboratory in the house’s backyard. Her uncle taught her the skills needed to develop her own beauty creams.

Cosmetics are substances that are applied onto the body and/or face to enhance a person’s looks or scent. Cosmetics can be make-up which is mostly used by women and it is to enhance a female’s appearance. It is normally applied to face, hair, and body. Cosmetics has been used throughout society since Ancient times. In Ancient Egypt, cosmetic chemistry was being used before anyone knew it related to chemistry. Cosmetics was being used for many reasons in Ancient times. It is said that Cleopatra bathed in donkey milk to keep skin smooth, this is an example to show that chemistry is being used for the benefit of skin care. Skin care is another example of cosmetic chemistry being used. Skin care has been an important factor in society. Skin care has been around since 3000 BC in Ancient Egypt. This was prepared by natural materials.

In an ideal situation, customers would not have to wait for the delivery of products and services. However, in the real world, organizations cannot always match exact capability and demand; therefore, waiting is frequently inevitable while purchasing, especially in service marketing, as service firms can barely inventory their “stock” for sale at a later date (Lovelock, 1992, p.154). In general, waiting in lines – known as “queuing”, happens when the number of customers arrive at a facility exceeds the capability of the system to serve them (Lovelock & Wirtz, 2011, p.260). Basically, this essay will state the relationship between queuing and customer satisfaction, as well as relationship between customer satisfaction and