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How Retailers Can Entice Chinese Tourists
Vacationers and expats are a burgeoning market for luxury abroad, but sellers have to get their branding right
Oct 17, 2018 11:09 AM
By Joshua Freedman
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RAPAPORT... You don’t have to be in China to sell to Chinese people.
That’s the message from luxury marketing experts, who point out that tourists,
students and immigrants from the world’s largest fine-jewelry consumer have a
huge impact on the retail sector in Western countries.
“The joke in the high-end luxury-goods community is that if
you want to start a new luxury brand, the place to put it is where Chinese
tourists go,” says Marty Hurwitz, CEO of US-based research group MVI Marketing.
“Chinese tourists and their spending power in the US — particularly in the
major population centers — are driving brand growth in many categories, but
certainly in jewelry.”
Large jewelers from the greater China region know this, and
have been launching stores in North America to capitalize on local demand from
consumers who already recognize these brands. In 2016, both Chow Tai Fook and
Luk Fook opened stores in Flushing, New York, a neighborhood with a large
Chinese population. Luk Fook also has stores in San Francisco, California, as
well as in Canada. Expats are “actually driving a lot of luxury spending now,”
Hurwitz notes. Hong Kong-based retailers’ expansion into the American market is
“a really solid strategy, because there are pockets of [established] immigrants
[with disposable income] that have very high levels of spending power in the
US.”
There were 2.3 million Chinese immigrants in the US in 2016,
up from 1.2 million in 2000 and 1.7 million in 2010, according to Migration
Policy Institute, a Washington-based think tank. Their biggest population hubs
were New York, San Francisco and Los Angeles, notes the organization, adding
that Chinese expats are twice as likely as US-born Americans or other
immigrants to have a graduate or professional degree, because many of them
arrived as college students or highly skilled workers.
Study partners
Other Western markets have seen a similar phenomenon.
High-spending Chinese students in the UK number about 95,000, with each of them
receiving an average of 3.3 visits per year from family members, reports
Anglo-Chinese digital-marketing agency Emerging Communications. Those students
then act as retail tour guides, showing their relatives where to buy things.
The total number of Chinese tourists in British locations is higher still.
“Rather than taking the large step of establishing a
presence in mainland China in order to sell to the growing millennial audience,
it is possible to enter the market in a relatively easy and modular way by
targeting the half-million wealthy Chinese tourists that visit each year, the
vast majority of which are millennials focused on buying,” explains Emerging
Communications CEO Domenica Di Lieto.
On their terms
However, retailers have to get it right when selling to
Chinese people, whether in China or elsewhere. Chinese millennials can easily
distinguish between brands that are really dedicated to attracting their
business, and those that just want to make money fast, says Di Lieto. They hate
clumsy translations, overly direct promotions, and marketing that makes
presumptions about buyers.
“There have been some very big British names that have
arrived in China and assumed that doing what they do elsewhere will work,” she
adds. “Brands ranging from [large UK supermarket chain] Tesco to [fashion
designer] Paul Smith quickly learned the hard way that no matter who you are,
you have to do things the Chinese way when selling to Chinese consumers.”
Upmarket London department store Harrods was much more
successful with Chinese tourists because it realized it had to play on the
consumers’ terms, Di Lieto continues. Years ago, the retailer carried out
research and discovered that Chinese consumers visiting the UK were not
familiar with the brand — the first time it had found such broad-scale
unawareness of its name in the global market.
Since then, it has developed Mandarin mobile apps for its
London store, begun accepting Chinese credit cards and payment through WeChat
and Alipay, hired Mandarin-speaking store assistants, and started conducting
tours in the language. It also uses Alipay’s localized marketing tools to send
automatic messages to consumers who are near the store, Di Lieto says.
“Harrods…understood it had to attract Chinese consumers and
serve them on their terms, and as a result, the average purchase spend per
tourist is now more than GBP 2,000 [about $2,610],” she states.
Social life
Chinese consumer behavior is already changing retail in a
way many people may not believe, according to MVI’s Hurwitz.
Mobile shopping is much more popular among Asians than among
Americans, so much so that jeweler Michael Hill has staff members in its New
Zealand stores who are exclusively selling via social media platforms such as
WeChat, he reports. And they’re bringing in good money in the process.
“These consumers are making remarkable, thousand-dollar
purchases with just an image from the sales rep,” Hurwitz notes. “It’s
brilliant. I don’t think that’s happening quite as much in the US, but clearly
an immigrant population in the US has more purchasing power, [and] I expect
that will happen more. In my family, we’re certainly doing more of that.”
US retailers looking for an entry into the Chinese market
can start at home — but they can only succeed if they truly know their target
audience.
This article was first published in the October 2018 issue of Rapaport Magazine.
Image: A Chinese tourist shopping in London. (Michaelpuche/Shutterstock)
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Tags:
Alipay, California, China, Chow Tai Fook, Domenica Di Lieto, Emerging Communications, Greater China, harrods, Joshua Freedman, los angeles, Luk Fook, luxury, Mandarin, marketing, Marty Hurwitz, Michael Hill, mobile, MVI Marketing, new york, New Zealand, Paul Smith, Rapaport News, retail, san francisco, Tesco, WeChat
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