Transformation from Old English Apothecary to Global Modern Lifestyle Brand

1. Brand Revitalization

2. Amadou Hampate Ba Strategic Brand Positioning Statement “Tradition is like a huge tree. It is a living organism. We should not hesitate to trim the dead branches...But we must not cut the trunk, for then we would lose our soul and our identity!”

3. Brand Revitalization Consumer Market Attractiveness Customer Intercepts Brand Identity Brand Book Strategic Brand Implementation New Products New Store Design Public Relations

4. Consumer Market Attractiveness The U.S. personal care market is the largest in the world with 1994 sales of $24.2 billion The product segments that Bath & Body Works is strong in are growing at a faster rate (6.1%) than the total personal care market (5.1%) Mature women, aged 45-64 will be the fastest growing women’s age group through the year 2000 Mature women purchased 29% of all personal care products in 1994 Mature women have the highest per capita personal care expenditures and spend more on personal care purchases than any other consumer segment except apparel Brand revitalization

5. Consumer Market Attractiveness Mature women have a higher average annual income than any other consumer segment Affluent women, with income over $40,000, represent 26% of the population and they shop primarily in department store and specialty store channels Mature women purchase products through mail order at much higher rates than the national average (76% vs. 28%) The mature woman’s psychographic profile fits well with Crabtree & Evelyn’s product offering Brand revitalization

6. Customer Intercepts

7. Customer intercepts “The packaging and merchandising needs help. Nothing draws you in.”

8. Customer intercepts “Good products.They’re just old fashioned. Nothing really for me.”

9. Customer intercepts “Their people are very knowledgeable, that was impressive. There aren’t any price tags or they’re hard to find. It’s very expensive.”

10. Customer intercepts “I’d need samples before I bought anything for those prices.”

11. Customer intercepts “I just love the quality of their products.”

12. Customer intercepts “I know whatever I buy will be good. The sales woman really knew a lot about all the products.”

13. The Crabtree & Evelyn brand.

14. The business opportunity. The Personal Care market is dominated by P&G type global conglomerates. Since the 1950’s the emphasis placed on rational product benefits by the marketing system of P&G has eroded the personal and caring nature of “personal care.” Niche retailers have begun to exploit the opportunities left to them by the big conglomerates. But no retailer or manufacturer has taken a holistic view of the consumer and created a brand that reflects the kind of needs and desires of the new generation of consumers. Today’s consumer, a more sophisticated woman who cares about her life and those around her, is looking for a more enriched version of “personal care.” A care that is truly personal.

15. The Crabtree & Evelyn consumer. The Crabtree & Evelyn consumer is a modern woman.A woman who has the time, the money and the inclination to really care about herself and those around her. She believes that caring for herself is a very important element of her life. This is made especially true in a world that is as harsh and tense as the modern world she finds herself in.

17. She cares for her physical, mental and emotional well-being. She cares for her home and her belongings. She cares for her friends and family. She cares about her relationships. She cares about the way things are made and presented. She cares about the world she finds herself in and hopes it can be improved.

18. What does she want from Crabtree & Evelyn? She wants Crabtree & Evelyn to care also. She wants Crabtree & Evelyn to care about her and all that she cares about. She wants Crabtree & Evelyn to care as a manufacturer. She wants Crabtree & Evelyn to care as a retailer. She wants Crabtree & Evelyn to care about her interests, her aspirations, her desire to travel, her love of fine things, her fantasies. She also wants to care about Crabtree & Evelyn. She wants Crabtree & Evelyn to be an important part of her everyday life.

20. The Crabtree & Evelyn brand promise. Crabtree & Evelyn care.

21. The Crabtree & Evelyn brand promise. Crabtree & Evelyn care about you and all the things that you care about. Your physical, emotional and mental well being.Your home.Your family.Your friends

23. The Crabtree & Evelyn brand promise. Crabtree & Evelyn care about the way they manufacture, package and sell their products. Crabtree & Evelyn care about the experience you have in store. Crabtree & Evelyn care.

25. Crabtree & Evelyn care. No other brand owns this proposition although a few may encroach. It is a way of running the company, presenting the brand, making the products, choosing suppliers and integrating into the broader community. It is an idea that can travel across countries. It is an idea that is borne out of the past at Crabtree & Evelyn and is relevant to the future. It is also a challenge: an idea for the company to live up to. In so doing, we believe that the consumer will look up to Crabtree & Evelyn.

26. BRAND BOOK

27. BRAND BOOK

28. BRAND BOOK

29. Global Contemplative Unusual natural materials High quality Unpretentious Clean lines - streamlined Relevant to today English apothecary Old world craftsmanship Victorian ambiance Individualized by location High quality materials Strategic Brand Implementation Old Design New Design BrAND IDENTITY

30. New store Design

31. New store Design

32. New store Design

33. New store Design

34. New store Design

35. New store Design

36. New store Design Regency Mall

37. New store Design Regency Mall

38. Products

39. New products

40. New products

41. New products