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Wednesday, May 15, 2013

How online tools are shaping the customer experience for off-line brands: My experience from Nail Polish Shopping


(The following post is a guest post from Archana Venkat)

My daughter is 26 months old and she knows what she wants. She can describe things in detail, if not hit on the right word. So three days ago when she returned home from the play area, she asked me for “coloring on fingers”. One of her friends in the playground had pink color on her fingers. After refusing crayons, color pencils and pens (all of which in her dictionary correspond to “coloring”), I was about to give up when she pointed at a magazine and showed me the “coloring.” Nail polish. That’s what she wanted.

So I went nail polish shopping, my first in the last five years, and picked up two ‘safe’ shades – light pink and plum. It wasn’t easy because there were over 100 shades to choose from. Evidently a lot had changed in the nail polish world. I remember not having to look at more than 30 shades in any brand during my nail polish collecting days. (My mother had chided me once saying I owned more shades than what was available in the shops. I saw it as a feeble attempt to curb my pocket money.) But such is life and if you don’t move on you will be called an Aunty. (Well, even if you are savvy about nail paint, you can still be called an Aunty over a lot of other things. But let us not go there).

As I left the store, I wondered, had I not picked the pinks, which color would I have settled for? There are several colors you can test and then buy, but do you know which can be considered the safest bet for say office wear or an interview?

I know we Indians usually don’t care about wearing flaming reds, and hot pinks (or Zari, neons, lace and silks) to work, but when you are on the other side of 30, trying hard to manage that growing girth, and have a daughter who will gleefully point at greys in your hair and ask “what color is that?,” you need to dress down and focus on looking smart (and sober), not HOT.

After much searching, I hit upon an online tool by OPI (a leading nail paint and cosmetics brand), that helps you figure out what colors work best for your complexion, nail shape and length. Called Try On This Color, it lets you customize the dummy hand till it resembles your actual complexion and nail shape and then you can virtually test what OPI nail colors work well for you and order them online, where they are priced cheaper and discounts galore. An extended version of this tool also shows what colors are ‘safe’ for you and which ones you can experiment with, without looking tacky and inappropriate. I spent about 35 minutes trying out shades I wouldn’t be caught dead wearing and discovered some not-so-Aunty shades that could look good on me.

In developed markets like the UK and the US, a set of 6 or 10 nail colors from a collection are often available at special prices, besides offering them as tester kits. Such virtual nail color testing tools are key to determine how many of those shades will actually look good on you so that money spent on the pack is worth it. With India turning into a growing market for cosmetics, it is a matter of time before such deals become common here. Our cosmetics giants can do well with investing in such tools and mobile Apps.

I recently visited a Health n Glow store in Bangalore in an up market mall and veered towards the nail polish section to see which of the shades I saw on the OPI site were available in local brands. Just then a young girl walked up and wanted to test the shades. To her horror, the saleswoman told her they did not have any tester shades and that since they had also run out of nail polish remover, she would only be able to dab a teeny bit of color on the nail and immediately wipe it off. So much for the “experience” of nail polish shopping. The girl left without buying anything, but I still bought one shade without testing, thanks to the OPI tool. 

About the author



Archana Venkat is a Marketing and Business Development Specialist focused on building customer share in the services industry. She writes her own blog on Straight Talk With Arch.

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