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Attract and Retain-Clinique

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Attract and Retain –Clinique
Clinique has become a leading company in the cosmetic industry and spends a considerable amount of time and resources searching for new customers. To generate leads they utilize integrated marketing communications which is includes advertisement, promotions and customer satisfaction surveys. The company understands that marketing communications is very important and they strategically use different communication channels to be seen and heard by customers. From magazine advertisement to online shopping and social networks, Clinique is consistently branding the quality of their products.
The company recognizes one of the most effective contact points with the average consumer are social networks such as Facebook and Twitter so Clinique has a page on both that allow customers to look up reviews, opinions and experiences with the brand. These sites offer a way for customers to stay connected to the brand and in addition take surveys, participate in special promotional events and obtain free samples.
Clinique knows it’s not enough to attract new customers so they are always searching for new ways to retain and increase their business. For example, another tool that has been added is a mobile app called the Clinique Forecast app that provides an instant forecast for the day to help Clinique customers prepare accordingly to protect their skin. The company views this as a channel to cultivate customer relationships.
“By integrating digital technologies into the Clinique shopping experience, we are offering the consumer a stimulating and socially modern way to connect with the brand,” said Lynne Green, Global Brand President of Clinique.
As a result, Clinique now uses software exclusive to Clinique with the Apple iPad at the store counters. The software is just another tool allowing the company to identify with consumers and provide personalized recommendations through a computer guided skin care analysis. This diagnostic tool utilizes intuitive analysis to precisely match products to each consumer’s personal needs and at the end of the analysis customers receive a print-out or email with a list of their personalized recommendations.
Another innovation driven by Microsoft Surface is the Clinique Smart Bar. The company is the first beauty brand to use Microsoft Surface in-store which has introduced a collaborative shopping experience for customers. They use the Clinique Smart Bar, which is basically an oversized touch screen counter, to browse for products and access product information and reviews. They can have a barcode printed out and check out with an express service counter or share their browsing selections directly with Facebook for friends to view and comment.
Overall, Clinique has invested in this exclusive technology to attract and retain customers to remain a best-in-class company.

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