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Beauty Retailing - UK - January 2012

“Gaining a competitive edge through the wealth of customer data derived from a loyalty scheme is easier said than done. Moreover retailers must then deliver relevant and useful incentives to shoppers if they are to succeed in generating those all-important repeat purchases. Getting it right procures good value from the marketing budget but getting it wrong is a wasted investment”.

– Hilary Monk, Senior Retail Analyst

Some questions answered in this report include:

  • Which factors most influence purchasing decisions?
  • Can Superdrug take on Boots with its loyalty card?
  • And what does the future hold for loyalty schemes?
  • How can retailers retain the interest of young people?
  • The enduring challenge – how can retailers get more men into the grooming market?

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Table of contents

  1. Introduction

      • Beauty and personal care retailing
        • Beauty specialists
          • Sources
            • Abbreviations
              • Technical notes
                • Financial definitions
                  • Currencies
                    • Country codes
                      • Figure 1: Country codes
                    • VAT
                      • Figure 2: Europe: Standard VAT rates, 2010/11
                  • Executive Summary

                      • The market
                        • Figure 3: All spending on beauty and personal care products, 2006-16
                      • Economic outlook
                        • The notion of treating will become a harder sell
                          • Winners and losers
                            • Market factors
                              • Competition heats up
                                • Multi-channel steams ahead
                                  • M-commerce will gather momentum
                                    • Maximising the impact of marketing campaigns
                                      • Companies, brands and innovation
                                        • Figure 4: Leading retailers: Market shares of all beauty and personal care spending, 2010
                                        • Figure 5: Leading specialists: Share of cosmetic & toiletries specialists’ sales, 2010
                                      • Innovation – loyalty, digital and collaborative developments
                                        • Channels of distribution
                                          • Figure 6: Beauty and personal care spending: Channels of distribution, 2009 and 2010
                                        • The consumer
                                          • Figure 7: Purchase drivers for beauty products, November 2011
                                          • Figure 8: Attitudes to beauty shopping, November 2011
                                          • Figure 9: Beauty target groups, November 2011
                                        • What we think
                                        • Issues in the Market

                                            • Which factors most influence purchasing decisions?
                                              • Can Superdrug take on Boots with its loyalty card?
                                                • And what does the future hold for loyalty schemes?
                                                  • How can retailers retain the interest of young people?
                                                    • The enduring challenge – how can retailers get more men into the grooming market?
                                                    • Future Opportunities

                                                        • Let’s Make a Deal
                                                          • Why buy?
                                                          • Who’s Innovating?

                                                            • Sephora’s mirror app
                                                              • Superdrug loyalty roadshow
                                                                • Do not disturb
                                                                  • Figure 10: Clinique’s ‘browsing bracelets’
                                                                • Harrods Beauty Apothecary and Colour Hall
                                                                  • Taking in-store services further
                                                                    • Figure 11: John Lewis Retreat, Reading
                                                                  • Cadbury’s Blissful treats
                                                                    • Sephora unveils its mobile checkout system
                                                                      • Sensory experiences from Sephora
                                                                        • Figure 12: Sephora’s Sensorium, New York
                                                                    • The Market: Economic and Demographic Background

                                                                      • Key points
                                                                        • Demographic shifts
                                                                          • Ethnic diversity
                                                                              • Figure 13: Number of passengers given leave to enter the UK for work and study by region of nationality, and grants of settlement by region of nationality, 2010
                                                                              • Figure 14: Population estimate, by ethnic group, 2009
                                                                            • Ageing population
                                                                              • Figure 15: UK: Over-65s as a percentage of the total UK population, 1991-2020
                                                                            • Implications for retailers
                                                                              • The economy
                                                                                • Figure 16: UK: Real-terms, year-on-year GDP growth, Q1 2009-Q3 2011(p)
                                                                                • Figure 17: UK: consumer confidence and retail trade confidence, Dec 2010-Nov 2011
                                                                              • Inflation
                                                                                • Figure 18: Consumer prices inflation in selected categories, Dec 2010-Nov 2011
                                                                              • Implications for retailers
                                                                              • The Market: Consumer Spending on Beauty Products

                                                                                • Definitions
                                                                                  • Consumer spending breakdown
                                                                                      • Figure 19: UK: Consumer spending on selected categories, 2006-11
                                                                                    • Beauty spending as a share of all spending
                                                                                      • Figure 20: Consumer spending on personal care goods as a percentage of total consumer spending, 2006-11
                                                                                    • Spending on goods relative to services
                                                                                      • Figure 21: Consumer spending on personal care goods relative to spending at hairdressing salons & personal grooming establishments, 2006-11
                                                                                    • Category performance and prospects
                                                                                    • The Market: Sector Size and Forecast

                                                                                      • Key points
                                                                                        • Economic and consumer outlook
                                                                                          • Health warning
                                                                                            • Economic outlook
                                                                                              • Beauty retailers’ prospects
                                                                                                • Winners and losers
                                                                                                  • New investment
                                                                                                    • Online developing fast
                                                                                                      • M-commerce will gather momentum too
                                                                                                        • Maximising the impact of marketing campaigns
                                                                                                          • Collaborative links
                                                                                                            • Market size forecast
                                                                                                                • Figure 22: Personal care spending forecast, 2006-16
                                                                                                              • Forecast methodology
                                                                                                                • Sector sales
                                                                                                                  • Figure 23: UK: Estimated total health and beauty retailers’ sales, 2006-10
                                                                                                                • Outlet data
                                                                                                                  • Figure 24: UK: Retail outlets by sector, 2005-09
                                                                                                              • The Market: Strengths and Weaknesses

                                                                                                                • Strengths
                                                                                                                  • Weaknesses
                                                                                                                  • The Retailers: Channels of Distribution

                                                                                                                    • Key points
                                                                                                                        • Figure 25: UK beauty and personal care market, channels of distribution, 2009 and 2010
                                                                                                                    • The Retailers: Leading Retailers

                                                                                                                      • Key points
                                                                                                                        • Technical note
                                                                                                                          • The retailers: Leading beauty specialists
                                                                                                                            • Mixed results
                                                                                                                              • Superdrug initiatives should start to bear fruit
                                                                                                                                • What lies ahead for Savers and The Perfume Shop?
                                                                                                                                  • The Body Shop in need of fresh ideas
                                                                                                                                    • Niche players hold up well
                                                                                                                                        • Figure 26: UK: Leading beauty specialists, 2010/11
                                                                                                                                      • The retailers: Leading non-specialists and non-store retailers
                                                                                                                                        • Figure 27: Leading non-specialists, 2010/11
                                                                                                                                      • Non-specialist and non-store retailers’ profiles
                                                                                                                                        • Tesco
                                                                                                                                            • Figure 28: Tesco: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                          • J. Sainsbury
                                                                                                                                            • Figure 29: J. Sainsbury exclusive brands, Mandara Spa and Dirty Works, and point-of-sale merchandising
                                                                                                                                            • Figure 30: Sainsbury’s: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                          • Asda
                                                                                                                                              • Figure 31: Asda: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                            • Morrisons
                                                                                                                                                • Figure 32: Morrisons: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                              • Debenhams
                                                                                                                                                • Figure 33: Bliss spa, Debenhams, Oxford Street
                                                                                                                                                • Figure 34: Debenhams: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                              • John Lewis
                                                                                                                                                • House of Fraser
                                                                                                                                                  • Marks & Spencer
                                                                                                                                                    • Figure 35: Beauty section, Marks & Spencer, Marble Arch
                                                                                                                                                    • Figure 36: Marks & Spencer: Beauty consumer profile (relative to the average), by gender, age and socio-economic group, November 2011
                                                                                                                                                  • Avon Cosmetics
                                                                                                                                                  • The Retailers: Market Shares

                                                                                                                                                        • Figure 37: Leading retailers of personal care products’ shares of consumer spending on personal care goods, 2010
                                                                                                                                                        • Figure 38: Leading cosmetics and toiletries specialists’ shares of the cosmetics/toiletries specialists sector, 2010
                                                                                                                                                    • The Retailers: Online

                                                                                                                                                      • Key points
                                                                                                                                                        • Prospects for beauty online
                                                                                                                                                          • Market size
                                                                                                                                                            • Figure 39: Estimated market size and forecast of online consumer spending on cosmetics and toiletries, 2006-11
                                                                                                                                                            • Figure 40: Estimated distribution of online consumer spending on cosmetics and toiletries, by segment, 2010
                                                                                                                                                          • Leading pureplay retailers
                                                                                                                                                            • Figure 41: Leading home shopping retailers’ online beauty and toiletries sales, 2010/11
                                                                                                                                                          • Website usage
                                                                                                                                                            • Figure 42: Leading cosmetics/fragrance retail websites, three-month average to October 2011
                                                                                                                                                            • Figure 43: Leading healthcare retail websites, three-month average to October 2011
                                                                                                                                                          • The online consumer
                                                                                                                                                            • Figure 44: Proportion of adult population buying toiletries/cosmetics/fragrances online in the preceding three months, July 2010-July 2011
                                                                                                                                                            • Figure 45: Proportion of adult population buying toiletries/cosmetics/fragrances online in the preceding three months, by socio-economic group, age and gender, July 2011
                                                                                                                                                        • The Consumer: Brand Research

                                                                                                                                                          • Brand map
                                                                                                                                                              • Figure 46: Attitudes towards and usage of brands in the beauty retail sector, November 2011
                                                                                                                                                            • Correspondence analysis
                                                                                                                                                              • Brand attitudes
                                                                                                                                                                • Figure 47: Attitudes by beauty retail brand, November 2011
                                                                                                                                                              • Brand personality
                                                                                                                                                                • Figure 48: Beauty retail brand personality – macro image, November 2011
                                                                                                                                                                • Figure 49: Beauty retail brand personality – micro image, November 2011
                                                                                                                                                              • Brand experience
                                                                                                                                                                • Figure 50: Beauty retail brand usage, November 2011
                                                                                                                                                                • Figure 51: Satisfaction with various beauty retail brands, November 2011
                                                                                                                                                                • Figure 52: Consideration of beauty retail brands, November 2011
                                                                                                                                                                • Figure 53: Consumer perceptions of current beauty retail brand performance, November 2011
                                                                                                                                                                • Figure 54: Beauty retail brand recommendation – Net Promoter Score, November 2011
                                                                                                                                                              • Brand index
                                                                                                                                                                • Figure 55: Beauty retail brand index, November 2011
                                                                                                                                                                • Figure 56: Beauty retail brand index vs. recommendation, November 2011
                                                                                                                                                              • Target group analysis
                                                                                                                                                                  • Figure 57: Target groups, November 2011
                                                                                                                                                                  • Figure 58: Beauty retail brand usage, by target groups, November 2011
                                                                                                                                                                • Group One – Conformists
                                                                                                                                                                  • Group Two – Simply the Best
                                                                                                                                                                    • Group Three – Shelf Stalkers
                                                                                                                                                                      • Group Four – Habitual Shoppers
                                                                                                                                                                        • Group Five – Individualists
                                                                                                                                                                        • The Consumer – Who Shops Where for Beauty Products

                                                                                                                                                                            • Key points
                                                                                                                                                                                • Figure 59: Where they bought beauty products in the last 12 months, November 2011
                                                                                                                                                                              • Shopper numbers fall in 2011
                                                                                                                                                                                  • Figure 60: Where they bought beauty products in the last 12 months, November 2009, 2010 and 2011
                                                                                                                                                                                  • Figure 61: Trends in those spending extra money on fragrances/toiletries/make-up and beauty treatments/haircuts, January-October 2011
                                                                                                                                                                                • Boots maintains its lead
                                                                                                                                                                                  • Superdrug targets younger beauty shoppers
                                                                                                                                                                                    • Tesco cranks up its beauty proposition
                                                                                                                                                                                      • Other supermarkets…
                                                                                                                                                                                        • … and department stores
                                                                                                                                                                                          • The internet
                                                                                                                                                                                            • Retailer market positioning
                                                                                                                                                                                                • Figure 62: UK: Market positioning of leading retailers/channels, November 2011
                                                                                                                                                                                              • Repertoire – the young and the affluent are more promiscuous
                                                                                                                                                                                                  • Figure 63: Repertoire of where they bought beauty products in the last 12 months, by demographics, November 2011
                                                                                                                                                                                              • The Consumer – What Drives Beauty Purchasing

                                                                                                                                                                                                  • Key points
                                                                                                                                                                                                    • What drove choice in 2011
                                                                                                                                                                                                        • Figure 64: Purchase drivers for beauty products, November 2011
                                                                                                                                                                                                      • Location, location
                                                                                                                                                                                                        • The dichotomy of quality and low prices
                                                                                                                                                                                                          • Choice drivers by age and affluence
                                                                                                                                                                                                            • Deals, loyalty cards and own brands more important to women
                                                                                                                                                                                                                • Figure 65: Select purchase drivers for beauty, by gender, November 2011
                                                                                                                                                                                                              • Pre-/no family choices driven first and foremost by quality
                                                                                                                                                                                                                  • Figure 66: Select purchase drivers for beauty, by pre-/no family lifestage, November 2011
                                                                                                                                                                                                                • Low prices are key for families
                                                                                                                                                                                                                    • Figure 67: Select purchase drivers for beauty, by family lifestage, November 2011
                                                                                                                                                                                                                  • Third age choices driven by deals and promotions
                                                                                                                                                                                                                      • Figure 68: Select purchase drivers for beauty, by third age lifestage, November 2011
                                                                                                                                                                                                                    • Variety stores and supermarket shoppers most sensitive to price
                                                                                                                                                                                                                      • Figure 69: Those driven by low prices, by where they shop, November 2011
                                                                                                                                                                                                                    • Specialist beauty store shoppers most driven by quality
                                                                                                                                                                                                                        • Figure 70: Those driven by good quality, by where they shop, November 2011
                                                                                                                                                                                                                      • The power of the internet for personal recommendations
                                                                                                                                                                                                                          • Figure 71: Those driven by personal recommendation, by where they shop, November 2011
                                                                                                                                                                                                                      • The Consumer – Attitudes towards Beauty Shopping

                                                                                                                                                                                                                          • Key points
                                                                                                                                                                                                                              • Figure 72: Attitudes to beauty shopping, November 2011
                                                                                                                                                                                                                            • The gender divide
                                                                                                                                                                                                                              • Figure 73: Attitudes to beauty shopping, by gender, November 2011
                                                                                                                                                                                                                          • The Consumer – Target Groups

                                                                                                                                                                                                                                • Figure 74: Beauty target groups, November 2011
                                                                                                                                                                                                                                • Figure 75: Attitudes towards beauty purchasing, by target groups, November 2011
                                                                                                                                                                                                                              • Group 1: The Loyalists (24%)
                                                                                                                                                                                                                                • Who are The Loyalists?
                                                                                                                                                                                                                                  • Group 2: The Canny Treaters (11%)
                                                                                                                                                                                                                                    • Who are The Canny Treaters?
                                                                                                                                                                                                                                      • Group 3: The Enthusiasts (9%)
                                                                                                                                                                                                                                        • Who are The Enthusiasts?
                                                                                                                                                                                                                                          • Group 4: The Indifferent (56%)
                                                                                                                                                                                                                                            • Who are The Indifferent?
                                                                                                                                                                                                                                              • Where people shop by typology
                                                                                                                                                                                                                                                  • Figure 76: Where they bought beauty products in the last 12 months, by target groups, November 2011
                                                                                                                                                                                                                                              • Boots UK

                                                                                                                                                                                                                                                  • Figure 77: Boots UK beauty and toiletries sales: as share of all UK spending on beauty and personal care, 2006-10
                                                                                                                                                                                                                                                • Strategic evaluation
                                                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                      • But continues to gain market share in beauty/toiletries
                                                                                                                                                                                                                                                        • Figure 78: Alliance Boots UK Health and Beauty Division: Financial performance, 2006/07-2010/11
                                                                                                                                                                                                                                                        • Figure 79: Boots UK: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                                                                      • Store formats
                                                                                                                                                                                                                                                        • Consumer profile
                                                                                                                                                                                                                                                          • Figure 80: Boots shoppers in last 12 months, by gender, age and socio-economic group, November 2011
                                                                                                                                                                                                                                                          • Figure 81: Boots shoppers in last 12 months, by region and ACORN group, November 2011
                                                                                                                                                                                                                                                        • Retail offering
                                                                                                                                                                                                                                                          • e-commerce
                                                                                                                                                                                                                                                            • Figure 82: Boots: Online consumer demographics, three month average to October 2011
                                                                                                                                                                                                                                                        • A.S. Watson (UK)

                                                                                                                                                                                                                                                            • Figure 83: A. S. Watson (UK): Sales as share of beauty and cosmetics specialists’ sales in UK, 2006-10
                                                                                                                                                                                                                                                          • Strategic evaluation
                                                                                                                                                                                                                                                            • Investment in own-brand and exclusive products
                                                                                                                                                                                                                                                                • Figure 84: Superdrug: Optimum products, and brand-similar products, launched 2011
                                                                                                                                                                                                                                                                • Figure 85: Reformatted Superdrug stores at Manchester (with brand ambassador Joanna Page) and Uxbridge
                                                                                                                                                                                                                                                              • The Perfume Shop
                                                                                                                                                                                                                                                                • Savers
                                                                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                      • Figure 86: A. S. Watson UK: Financial performance, 2006-10
                                                                                                                                                                                                                                                                      • Figure 87: A. S. Watson UK: Outlet data, 2006-10
                                                                                                                                                                                                                                                                    • Consumer profile
                                                                                                                                                                                                                                                                      • Superdrug
                                                                                                                                                                                                                                                                        • Figure 88: Superdrug shoppers in last 12 months, by gender, age and socio-economic group, November 2011
                                                                                                                                                                                                                                                                        • Figure 89: Superdrug shoppers in last 12 months, by region, November 2011
                                                                                                                                                                                                                                                                        • Figure 90: Superdrug shoppers in last 12 months, by ACORN group, November 2011
                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                        • e-commerce and home shopping
                                                                                                                                                                                                                                                                          • Figure 91: A.S. Watson: Online consumer demographics for Superdrug.com, three month average to October 2011
                                                                                                                                                                                                                                                                          • Figure 92: A.S. Watson: Online consumer demographics for ThePerfumeShop.com, three month average to October 2011
                                                                                                                                                                                                                                                                      • Lush Retail Ltd

                                                                                                                                                                                                                                                                          • Figure 93: Lush Retail Ltd: Sales as share of beauty and cosmetics specialists’ sales in UK, 2006-09
                                                                                                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                                                                                                          • Background
                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                              • Figure 94: Lush Retail Ltd: Group financial performance, 2005/06-2009/10
                                                                                                                                                                                                                                                                              • Figure 95: Lush Retail Ltd: Outlet data, 2006-10
                                                                                                                                                                                                                                                                            • Store formats
                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                • e-commerce
                                                                                                                                                                                                                                                                                  • Figure 96: Lush: Online consumer demographics, three month average to October 2011
                                                                                                                                                                                                                                                                              • Space NK Ltd

                                                                                                                                                                                                                                                                                  • Figure 97: Space NK Ltd: Sales as share of beauty and cosmetics specialists’ sales in UK, 2006-10
                                                                                                                                                                                                                                                                                • Strategic evaluation
                                                                                                                                                                                                                                                                                  • Background
                                                                                                                                                                                                                                                                                    • Company performance
                                                                                                                                                                                                                                                                                      • Figure 98: Space NK Ltd: Group financial performance, 2006/07-2010/11
                                                                                                                                                                                                                                                                                      • Figure 99: Space NK Ltd: Outlet data, 2006/07-2010/11
                                                                                                                                                                                                                                                                                    • Store format
                                                                                                                                                                                                                                                                                      • Retail offering
                                                                                                                                                                                                                                                                                        • e-commerce
                                                                                                                                                                                                                                                                                          • Figure 100: Space NK: Online consumer demographics, three month average to October 2011
                                                                                                                                                                                                                                                                                      • The Body Shop

                                                                                                                                                                                                                                                                                          • Figure 101: The Body Shop UK: Estimated sales as share of UK cosmetics and toiletries specialists’ sales, 2006-10
                                                                                                                                                                                                                                                                                        • Strategic evaluation
                                                                                                                                                                                                                                                                                          • Background
                                                                                                                                                                                                                                                                                            • Company performance
                                                                                                                                                                                                                                                                                              • Figure 102: The Body Shop: Financial performance, 2006-10
                                                                                                                                                                                                                                                                                              • Figure 103: The Body Shop: Estimated UK and RoI sales performance 2006-10
                                                                                                                                                                                                                                                                                              • Figure 104: The Body Shop: Outlet data, 2006-10
                                                                                                                                                                                                                                                                                            • Store formats
                                                                                                                                                                                                                                                                                              • Consumer profile
                                                                                                                                                                                                                                                                                                • Figure 105: The Body Shop shoppers in last 12 months, by gender, age and socio-economic group, November 2011
                                                                                                                                                                                                                                                                                                • Figure 106: The Body Shop shoppers in last 12 months, by region and ACORN group, November 2011
                                                                                                                                                                                                                                                                                              • Retail offering
                                                                                                                                                                                                                                                                                                • e-commerce and home shopping
                                                                                                                                                                                                                                                                                                  • Figure 107: The Body Shop: Online consumer demographics, three month average to October 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Market

                                                                                                                                                                                                                                                                                                • Population
                                                                                                                                                                                                                                                                                                  • Figure 108: Europe: Population, by age group, 2005
                                                                                                                                                                                                                                                                                                  • Figure 109: Europe: Population, by age group, 2010
                                                                                                                                                                                                                                                                                                  • Figure 110: Europe: Population, by age group, 2015
                                                                                                                                                                                                                                                                                                  • Figure 111: Europe: Population, by age group, 2020
                                                                                                                                                                                                                                                                                                • GDP
                                                                                                                                                                                                                                                                                                  • Figure 112: Europe: GDP (current prices), 2010
                                                                                                                                                                                                                                                                                                  • Figure 113: Europe: GDP growth rates (current prices), 2001-Q3 2011
                                                                                                                                                                                                                                                                                                  • Figure 114: Europe: GDP growth rates (constant prices), 2001-Q3 2011
                                                                                                                                                                                                                                                                                                • Consumer spending
                                                                                                                                                                                                                                                                                                  • Figure 115: Europe: Households’ consumer spending (current prices), 2010
                                                                                                                                                                                                                                                                                                  • Figure 116: Europe: Households’ consumer spending growth rates (current prices), 2001-Q3 2011
                                                                                                                                                                                                                                                                                                  • Figure 117: Europe: Households’ consumer spending growth rates (constant prices), 2001-Q3 2011
                                                                                                                                                                                                                                                                                                • Consumer prices
                                                                                                                                                                                                                                                                                                  • Figure 118: Europe: Harmonised index of consumer prices, 2001-10
                                                                                                                                                                                                                                                                                                • Unemployment
                                                                                                                                                                                                                                                                                                  • Figure 119: Europe: Average rate of unemployment, 2001-10
                                                                                                                                                                                                                                                                                                • Interest rates
                                                                                                                                                                                                                                                                                                  • Figure 120: Europe: Interest rates, 2005-Q4 2011
                                                                                                                                                                                                                                                                                                • Consumer confidence
                                                                                                                                                                                                                                                                                                  • Figure 121: Europe: Consumer confidence, Jan 2011-Dec 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Brand Research

                                                                                                                                                                                                                                                                                                  • Figure 122: Brand usage, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 123: Brand commitment, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 124: Brand momentum, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 125: Brand diversity, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 126: Brand satisfaction, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 127: Brand recommendation, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 128: Brand attitude, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 129: Brand image – macro image, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 130: Brand image – micro image, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 131: Profile of target groups, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 132: Psychographic segmentation, by target groups, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 133: Brand usage, by target group, November 2011
                                                                                                                                                                                                                                                                                                • Brand index
                                                                                                                                                                                                                                                                                                  • Figure 134: Brand index, November 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Who Shops Where for Beauty Products

                                                                                                                                                                                                                                                                                                  • Figure 135: Most popular where they bought beauty products in the last 12 months, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 136: Next most popular where they bought beauty products in the last 12 months, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 137: Other where they bought beauty products in the last 12 months, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 138: Repertoire of where they bought beauty products in the last 12 months, by demographics, November 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – What Drives Beauty Purchasing

                                                                                                                                                                                                                                                                                                  • Figure 139: Most popular important factors in the purchasing decision, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 140: Next most popular important factors in the purchasing decision, by demographics, November 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Attitudes towards Beauty Purchasing

                                                                                                                                                                                                                                                                                                  • Figure 141: Most popular attitudes towards beauty purchasing, by demographics, November 2011
                                                                                                                                                                                                                                                                                                  • Figure 142: Next most popular attitudes towards beauty purchasing, by demographics, November 2011
                                                                                                                                                                                                                                                                                              • Appendix – The Consumer – Target Groups

                                                                                                                                                                                                                                                                                                  • Figure 143: Target groups, by demographics, November 2011

                                                                                                                                                                                                                                                                                              Companies Covered

                                                                                                                                                                                                                                                                                              • A. S. Watson (Europe)
                                                                                                                                                                                                                                                                                              • Abercrombie & Fitch Co
                                                                                                                                                                                                                                                                                              • Alliance Boots UK Retail
                                                                                                                                                                                                                                                                                              • Amazon.co.uk
                                                                                                                                                                                                                                                                                              • Apple Retail UK
                                                                                                                                                                                                                                                                                              • Asda Group Ltd
                                                                                                                                                                                                                                                                                              • ASOS (UK retail sales)
                                                                                                                                                                                                                                                                                              • Aveda
                                                                                                                                                                                                                                                                                              • Avon Cosmetics Ltd
                                                                                                                                                                                                                                                                                              • Bank of England
                                                                                                                                                                                                                                                                                              • Bebo Inc
                                                                                                                                                                                                                                                                                              • Bhs Ltd
                                                                                                                                                                                                                                                                                              • British Broadcasting Corporation (BBC)
                                                                                                                                                                                                                                                                                              • Cadbury Trebor Bassett
                                                                                                                                                                                                                                                                                              • Carrefour Europe
                                                                                                                                                                                                                                                                                              • Champneys Health Resorts
                                                                                                                                                                                                                                                                                              • Chanel Ltd (UK)
                                                                                                                                                                                                                                                                                              • Christian Dior
                                                                                                                                                                                                                                                                                              • Clarins UK Ltd
                                                                                                                                                                                                                                                                                              • Clinique Laboratories Ltd (UK)
                                                                                                                                                                                                                                                                                              • Co-operative Group
                                                                                                                                                                                                                                                                                              • Coop Schweiz
                                                                                                                                                                                                                                                                                              • Coty Inc
                                                                                                                                                                                                                                                                                              • D&A Eyewear Ltd
                                                                                                                                                                                                                                                                                              • Debenhams Total (GTV)
                                                                                                                                                                                                                                                                                              • Dermalogica
                                                                                                                                                                                                                                                                                              • Donna Karan International Inc.
                                                                                                                                                                                                                                                                                              • Elemis Ltd.
                                                                                                                                                                                                                                                                                              • Elizabeth Arden, Inc.
                                                                                                                                                                                                                                                                                              • Estée Lauder Companies Inc. (The)
                                                                                                                                                                                                                                                                                              • Eve Lom Limited
                                                                                                                                                                                                                                                                                              • Facebook, Inc.
                                                                                                                                                                                                                                                                                              • Feelunique.com
                                                                                                                                                                                                                                                                                              • FriendsReunited
                                                                                                                                                                                                                                                                                              • Google UK
                                                                                                                                                                                                                                                                                              • Groupon, Inc.
                                                                                                                                                                                                                                                                                              • Häagen-Dazs
                                                                                                                                                                                                                                                                                              • Harrods Group Total
                                                                                                                                                                                                                                                                                              • Harvey Nichols UK
                                                                                                                                                                                                                                                                                              • HBOS plc (Halifax Bank of Scotland)
                                                                                                                                                                                                                                                                                              • Healthspan
                                                                                                                                                                                                                                                                                              • House of Fraser Plc
                                                                                                                                                                                                                                                                                              • Hutchison Whampoa (retail)
                                                                                                                                                                                                                                                                                              • J. Sainsbury
                                                                                                                                                                                                                                                                                              • Jamie Oliver
                                                                                                                                                                                                                                                                                              • John Lewis Partnership
                                                                                                                                                                                                                                                                                              • Kelkoo S.A.
                                                                                                                                                                                                                                                                                              • Kellogg Company of GB Limited
                                                                                                                                                                                                                                                                                              • Kruidvat (Benelux)
                                                                                                                                                                                                                                                                                              • L'Occitane Ltd
                                                                                                                                                                                                                                                                                              • L'Oréal (UK)
                                                                                                                                                                                                                                                                                              • L'Oréal SA
                                                                                                                                                                                                                                                                                              • Lancôme
                                                                                                                                                                                                                                                                                              • Liberty Retail Plc
                                                                                                                                                                                                                                                                                              • LinkedIn
                                                                                                                                                                                                                                                                                              • Liz Earle
                                                                                                                                                                                                                                                                                              • London Stock Exchange plc
                                                                                                                                                                                                                                                                                              • Lush Retail Ltd
                                                                                                                                                                                                                                                                                              • Marionnaud Portugal
                                                                                                                                                                                                                                                                                              • Marks & Spencer
                                                                                                                                                                                                                                                                                              • Maximuscle Ltd
                                                                                                                                                                                                                                                                                              • McCann Erickson
                                                                                                                                                                                                                                                                                              • Molton Brown
                                                                                                                                                                                                                                                                                              • MySpace.com
                                                                                                                                                                                                                                                                                              • Neal's Yard Agency
                                                                                                                                                                                                                                                                                              • Ocado
                                                                                                                                                                                                                                                                                              • Office for National Statistics
                                                                                                                                                                                                                                                                                              • Origins Natural Resources, Inc.
                                                                                                                                                                                                                                                                                              • Poundland Ltd
                                                                                                                                                                                                                                                                                              • Prada (I Pellettieri d'Italia S.p.A.)
                                                                                                                                                                                                                                                                                              • Procter & Gamble UK & Ireland
                                                                                                                                                                                                                                                                                              • QVC
                                                                                                                                                                                                                                                                                              • Regis Europe Ltd
                                                                                                                                                                                                                                                                                              • Savers Health and Beauty Ltd
                                                                                                                                                                                                                                                                                              • Schlecker
                                                                                                                                                                                                                                                                                              • Selfridges Retail Ltd
                                                                                                                                                                                                                                                                                              • Sephora
                                                                                                                                                                                                                                                                                              • Shiseido International
                                                                                                                                                                                                                                                                                              • Space NK Ltd
                                                                                                                                                                                                                                                                                              • Superdrug Stores Plc
                                                                                                                                                                                                                                                                                              • Ted Baker
                                                                                                                                                                                                                                                                                              • Tesco Plc
                                                                                                                                                                                                                                                                                              • The Body Shop - Retail Sales
                                                                                                                                                                                                                                                                                              • The Fragrance Shop
                                                                                                                                                                                                                                                                                              • The Perfume Shop Ltd
                                                                                                                                                                                                                                                                                              • Toni & Guy
                                                                                                                                                                                                                                                                                              • Twitter, Inc.
                                                                                                                                                                                                                                                                                              • Waitrose
                                                                                                                                                                                                                                                                                              • Wilkinson Hardware Stores Ltd
                                                                                                                                                                                                                                                                                              • Wm Morrison Supermarkets
                                                                                                                                                                                                                                                                                              • YouTube, Inc.
                                                                                                                                                                                                                                                                                              • Yves Saint Laurent

                                                                                                                                                                                                                                                                                              Beauty Retailing - UK - January 2012

                                                                                                                                                                                                                                                                                              £1,995.00 (Excl.Tax)