Estee Lauder 2013 Annual Report Download - page 27

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25
evolving
High-Touch
service
Inspired by Mrs. Estée Lauder, our outstanding High-Touch services are
central to our mission and set the industry standard for global Prestige
Beauty. Our goal is to provide each consumer with a personalized beauty
experience. We take every opportunity to empower consumers through
product education, provide innovative tools and services tailored to the
individual, and foster a unique bond that goes beyond the simple purchase
of a product.
One of the underlying tenets of our High-Touch philosophy is to provide
consumers with valuable “me time,” a brief respite from their daily routines
that allows them to indulge in a pleasurable environment. “Me time” can
mean discovering the proper skin care regimen at a Clinique counter or
experiencing a luxurious crème for the first time at a La Mer counter.
It might include stopping by an Origins store for a complimentary
mini-facial or creating a custom fragrance gift box with a Jo Malone
London Stylist. Pampering consumers with our unique High-Touch
services draws them to our brands and distinguishes us from competitors.
Renowned makeup artist and founder of her namesake brand,
Bobbi Brown embodies the High-Touch philosophy.