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Nuance-Watson (HK) Regional Managing Director North Asia Alessandra Piovesana and Lancôme Travel Retail Asia Pacific General Manager Olivier Dubos welcome passengers to a pampering beauty experience at Temptation Duty Free |
HONG KONG. Nuance-Watson (Hong Kong) has set 2010 as its Customer Focus Year, underlining its commitment to bringing added value and top quality service to its customers through the power of partnership.
The campaign rides on the momentum of the retailer’s ‘We Support’ initiative, launched last year with the aim of fostering team spirit and promoting a customer service culture amid the economic downturn.
Held at Temptation Duty Free, the launch of the two events – titled “˜For Your Eyes Only’ and “˜Future is Yours’ – also marked the 75th anniversary of the iconic French brand Lancôme. The Moodie Report was on hand to document the proceedings.
Tailor-made by Lancôme for Temptation Duty Free, the events promise to let customers experience a personalised make-up and skincare event within the airport.
Speaking at the official launch, Nuance-Watson (HK) Regional Managing Director North Asia Alessandra Piovesana said: “2009 was a year of challenges, but thanks to the support of the Airport Authority Hong Kong and our brands, we have developed many exceptional partnerships which continue to prove to us the power of team spirit and customer focus.
“We strongly believe that these are the universal qualities we should cultivate not only for survival in times of crisis, but also for the ultimate success that can endure in time. Hence, this year, we will continue putting Customer First as our core corporate positioning and differentiation in the market.
“In 2010, we will officially declare Nuance-Watson’s Customer Focus Year, by which we aim to build a truly customer-centric organisation that drives customer focus into our operational, business and strategic objectives.”
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A dedicated presentation area was set up in the middle of Temptation Duty Free (top) for the launch showcasing Lancôme’s latest products, with a special focus on the anti-ageing line Génifique fronted by ambassador Kate Winslet |
She added: “This year, we will launch even broader efforts, both internally and externally with our partners, to increase customer satisfaction and drive increased stakeholder value. Today’s Lancôme event is the first to kick off in many other customer-centric initiatives that will roll out throughout the year.
“We are grateful to Lancôme for their co-operation and the dynamic, innovative spirit they put into this project to make it possible. I trust that the resulting customer satisfaction generated will prove this initiative to be a rewarding one for all. Welcome to this new level of service in travel retail and expect a lot more to come from Nuance-Watson (HK) in its 2010 Customer Focus Year.”
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The emcees for the launch: Lancôme Area Manager John Ho and Nuance-Watson (HK) Marketing Manager Angelina Lau |
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Nuance-Watson (Hong Kong) Regional Managing Director North Asia Alessandra Piovesana (left) and Lancôme Travel Retail Asia Pacific General Manager Olivier Dubos (right) share a joke after their respective welcome speeches |
Echoing the need to be more customer-oriented, Lancôme Travel Retail Asia Pacific General Manager Olivier Dubos said: “We are very excited to be the first brand to kick-start this Customer Focus initiative with Nuance-Watson in 2010. Lancôme has promoted the image of French excellence, from sophisticated services to the absolute in luxury products over the past 75 years. Today, we are the undisputed international leader in the luxury cosmetics market, accessible in over 135 countries.
“In travel retail, this leadership is realised not only through innovative product launches such as Génifique and Ôscillation, but also through building closer relationships with our key retailers. These relationships will be crucial in achieving our mission in 2010: growing the market, whatever the traffic.
“Sharing consumer insights between retailers and brands will be essential as travel retail is entering a new phase of its development. It will be a period marked by uncertain traffic growth. The key levers in this phase are going to be different. We have to champion the art of capturing the traffic by being more consumer-oriented: listening, knowing and caring for consumer needs,” he explained.
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Airport Authority Hong Kong Retail & Advertising Business General Manager Eva Tsang (far left) joins Nuance-Watson (Hong Kong) Regional Managing Director North Asia Alessandra Piovesana (middle) and Lancôme Travel Retail Asia Pacific General Manager Olivier Dubos (far right) in a celebratory toast to the long-standing Trinity partnership | |
Following their speeches, Dubos and Piovesana were joined by Airport Authority Hong Kong Retail & Advertising Business General Manager Eva Tsang in a toast to the Trinity partnership. The celebrations had already started yesterday, with both retailer and brand hosting a party graced by the presence of Airport Authority Hong Kong representatives.
French make-up artist Marie Rancoule then took to the stage to demonstrate two key make-up looks to the audience – which included invited guests and shoppers in Temptation Duty Free – using Lancôme’s Tendre Voyage and Absolu Voyage make-up palettes.
A dedicated presentation area was set up in the middle of the highly trafficked store showcasing Lancôme’s latest products, with a special focus on the anti-ageing line Génifique.
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Make-up artist Marie Rancoule creates two key looks using the Tendre Voyage and Absolu Voyage make-up palettes |
The beauty demonstration replicated the For Your Eyes Only event held on 11-31 January at the Make-Up Studio in the two major Temptation Duty Free stores in HKIA East Hall.
The event saw Lancôme’s make-up artists on hand with their tools to assist customers in creating beautiful eyes. Customers were given a treatment of the new Génifique Eye Cream and a choice of Lancôme’s four exclusive Asian looks.
Today marked the start of the Future is Yours, which will feature in Temptation Duty Free until 22 February. Lancôme professionals will address the concerns of Asian women, teaching them how to take care of their skin, especially the delicate skin surrounding the eyes.
Customers can try Lancôme’s innovative anti-ageing products such as the Génifique Youth Activator, a treatment that is said to revive the activity of the skin’s youth genes.
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Lancôme’s For Your Eyes Only Make-Up Studio in the two major Temptation Duty Free stores in HKIA East Hall |
To maximise awareness and exposure of these two events with the emphasis on mainland Chinese travellers, Nuance-Watson (HK) has capitalised on its connections with Ctrip and China Eastern Airlines.
Ctrip is one of China’s most influential online portals for one-stop searches of desired destinations and the booking of air tickets and hotels, while China Eastern, one of China’s biggest airlines, has a strong customer base hailing from the most affluent cities.
Aiming to boost pre-arrival awareness via Ctrip’s high traffic online portal, Nuance-Watson (HK) is offering an exclusive Lancôme gift to Ctrip customers at its Temptation Duty Free stores. In addition, customers will also get the priority privilege to pre-order the exclusive Lancôme Secret De Vie Deluxe Box Set.
Arrivals passengers on China Eastern will be offered a high-value Génifique gift by presenting their boarding passes with any Lancôme purchase.
“This unprecedented collaboration between Nuance-Watson and Lancôme for HKIA vividly demonstrates the partnership spirit, where both parties look beyond their mutual interests and focus genuinely on adding value with top quality service for the ultimate satisfaction of the customers,” enthused Piovesana.
“Nuance-Watson (HK) takes this opportunity to invite more brands to come on board to continue driving customers’ enthusiasm and satisfaction in its 2010 Customer Focus Year,” she added.
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