Estee Lauder 2010 Annual Report Download - page 27

Download and view the complete annual report

Please find page 27 of the 2010 Estee Lauder annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 160

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
  • 131
  • 132
  • 133
  • 134
  • 135
  • 136
  • 137
  • 138
  • 139
  • 140
  • 141
  • 142
  • 143
  • 144
  • 145
  • 146
  • 147
  • 148
  • 149
  • 150
  • 151
  • 152
  • 153
  • 154
  • 155
  • 156
  • 157
  • 158
  • 159
  • 160

Insights like these confirm that the traditional “push” model, particularly prominent in the department store
channel in North America, the United Kingdom and Japan, is not always a perfect fit for all consumers,
so to capture others we must shift toward new models that entice and add value. The Estée Lauder
Companies is committed to delighting our consumers by delivering one-of-a-kind, High-Touch experiences.
For example, we know that women want more “me time” as they strive for greater balance in their work,
family and personal lives. To better meet their needs, we evolved our High-Touch service model to support
our consumers’ desires to indulge themselves, but on their own time and schedules. Working closely
with one of our largest channels, North American department stores, Clinique created an open space at
Bloomingdale’s flagship store in New York City to offer “service as you like it.” A radical change from the
traditional beauty counter where shoppers are only assisted by a consultant, the Clinique counter also lets
consumers replenish their cosmetics at an express counter in mere minutes, use a computer for a
do-it-yourself skin care analysis, or browse and play with the products, uninterrupted.
This concept is so
successful that the brand expects to open more than 60 similar doors this year worldwide.
26
RIGHT: Clinique counter in Bloomingdale’s 59th Street, New York City.