R E I N V E N T I N G T H E C U S T O M E R E X P E R I E N C E
With locations all around the world, our Selective Retailing Maisons make sure that customers are the number-one priority for their strategies and their staff. Sephora, DFS and Le Bon Marché are all pioneers in their fields and continue to innovate and imagine the shopping experi- ence of the future for their customers.
An increasingly innovative and personalized experience
For over half a century, Sephora has been revolutionizing the beauty industry, elevating the shopping experience into a moment of pure pleasure and freedom, developing new in-store services and hunting out rare finds to add to its unique range of brands and products. Combining the best of in-store and online shopping, Sephora s omnichannel beauty experience offers an interactive, personalized, seamless customer journey. Le Bon Marché is a department store like no other: striking architecture enhanced by tasteful updates; an exclusive, elegant selection of products; and an expansive program of exhibitions all make Le Bon Marché truly unique and a treasure trove for both local and international customers. Our 24S digital platform, which was launched in 2017, also reflects this quest for excellence and aims to offer a whole new online shopping experience.
Staying particularly agile
DFS which has been pioneering travel retail since the early days of the air travel boom constantly updates its boutiques and its T Galleria luxury department stores to continually enhance the traveler s experience. In addition to its major presence in Asia and in the United States, DFS has started to expand its geographic coverage, opening its first European location in Venice in 2016, to be followed by Paris in 2021. DFS will continue its expan- sion in the Asia-Pacific region, in particular in China on the island of Hainan.
2022 Outlook In 2022, Sephora will continue to innovate, ramp up its digitalization efforts and develop its omnichannel strat- egy to gain new market share in key countries, with the priority placed on North America and China. In the United States, the implementation of its partnership with Kohl s will help amplify its success with an expanded presence and a closer connection to American customers. The Maison will continue investing to sustain its strong momentum in other strategic markets such as the Middle East and Canada, as well as to expand its retail network in major cities and scale up its digital strategy. In 2022, DFS priority will be placed on tourism at its key destinations: Hainan, Macao and potentially Hong Kong in the second half of the fiscal year. Partial air traffic recovery forecasts which are more favorable, with the exception of China will be closely monitored to ensure that reopenings are in line with local authorities requirements and the return of travelers. Highlights planned for 2022 include the second phase of the Mission Hills site opening in Hainan and the inauguration of a T Galleria in Queenstown, New Zealand, while preparing for the 2023 opening of the Brisbane location in Australia. Le Bon Marché will continue to cap- italize on its unique profile as a trend-setting department store and cultural venue. In January, the Su exhibition by artist Mehmet Ali Uysal will invite viewers to reflect on climate issues. The beginning of the year will also see the launch of a digital platform for services and experiences, building on Le Bon Marché s strengths and underscoring its privileged position as an integral part of the Parisian scene.