In anticipation of our upcoming report on the U.K. Beauty industry, we made a short video on how Estée Lauder Companies have been leaders in customer service. For example, only 10 brands in our U.K. Beauty Index provide live chat with customer representatives. Of those brands, 8 are in the Estée Lauder portfolio. Many portfolio brands have been innovative with their live chat and customer care methods. On the Clinique’s U.K. site, a customer representative guides visitors through a diagnostic quiz and recommends products based on the results. MAC extended to the U.K. its “Email an Artist” initiative, which allows customers to email its makeup artists. Jo Malone informs customers of events in nearby boutiques when using its on-site store locator. Stay tuned for our U.K. Beauty report to learn how brands are improving their online customer service.
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