Luxury Institute News

May 28, 2013

Insight: Luxury brands position for U.S. boom

By Astrid Wendlandt & Phil Wahba
Reuters
May 24, 2013

Most men might balk at spending $600 on a pair of Dior sneakers but for U.S. shoppers like Ephraim, an upbeat 30-year-old, such indulgences are becoming increasingly commonplace.

Ephraim is the kind of man who gives luxury goods makers high hopes that the U.S. market can fuel future growth, as China runs out of steam and demand in Europe sags.

“There is a cultural shift,” Ephraim says while browsing at Saks Inc’s New York City flagship. “Men are becoming more fashion forward.” The growing appeal of luxury goods to men and increased confidence among affluent spenders as the U.S. economy and asset prices recover have boosted sales and encouraged luxury brands to step up their investments in the United States.

Click the link to read the entire article which includes a quote from Milton Pedraza, CEO of Luxury Institute: http://www.reuters.com/article/2013/05/24/us-luxury-us-insight-idUSBRE94N0IY20130524

May 16, 2013

U.S. 2 Percenters Trade Down With Post-Recession Angst

By Cotten Timberlake
Bloomberg
May 15, 2013

Jennifer Prentice, a medical-equipment saleswoman in Minneapolis, once had no qualms about dropping $600 or more for Gucci purses. Now she spends $300 for Coach Inc. bags and is filling in her Burberry wardrobe with pieces from j.-crew.

“The things we went through over the last couple of years definitely have an impact on what I am doing,” Prentice, 45, said in an interview. “I tend to be less frivolous now.”

While good times keep rolling for the super-wealthy, many Americans at the bottom end of the privileged group with incomes of $250,000 or more are thinking twice. These “two-percenters,” unnerved by the most recent recession, are trading down to less-expensive offerings from Coach Inc. and Ralph Lauren Corp. (RL) rather than pricier goods from Prada SpA (1913) and Giorgio Armani SpA. Even with the stock and real estate markets rebounding, they’re not draining their wealth again, and the shift may prove challenging for the highest-priced brands that can no longer lean on credit card-fueled aspirational customers.

“The rich have lost their exuberance,” said Pam Danziger, president of Unity Marketing, a luxury research firm. “They do not feel as wealthy. They increasingly feel that their wealth is threatened, real or not.”

An increasing share of America’s “ultra-affluent” consumers view themselves as middle-class and are spending like “Henrys,” which stands for High Earner Not Rich Yet, Danziger said. People in the latter category earn $100,000 to $249,999 a year, putting them in the top 20 percent by income, Danziger said.

Spending Falls

Ultra-affluents’ spending on personal and household luxuries as well as experiences such as travel but excluding autos, fell 19 percent last year to $96,568, the lowest in five years, Unity Marketing says. Spending on personal luxuries slid 26 percent, the biggest drop of any of the categories, to $32,283. The ultra-affluents’ spending peaked at $167,919 in 2010, driven by pent-up demand after the recession. Henrys’ spending retreated 8 percent to $34,958 last year.

Luxury spending in the Americas grew 5 percent on a constant-currency basis in 2012, slower than the 13 percent gain the previous year, Bain & Co. estimates. The Americas accounted for 31 percent of the 212 billion-euro ($274 billion) market, the consulting firm says.

Apparel and accessories brands on the way down with affluent consumers include Prada, Armani, PPR (PP) SA’s Gucci, Dolce & Gabbana Srl, Hermes International (RMS) SCA and Gianni Versace SpA, Danziger said.

Names on the way up are Coach, Ralph Lauren, Michael Kors Holdings (KORS) Ltd., Gap Inc.’s Banana Republic, J. Crew Group Inc. and Urban Outfitters Inc. (URBN)’s Anthropologie, she said.

The turning tide is discernible in companies’ recent sales.

Slowing Growth

Gucci-owner PPR’s comparable luxury sales growth slowed to 8 percent in North America in the first quarter from 20 percent a year earlier. LVMH Moet Hennessy Louis Vuitton SA (MC)’s growth excluding acquisitions and foreign-currency fluctuations shrank to 7 percent in the U.S. excluding Hawaii in the first quarter from 16 percent a year earlier. In contrast, Michael Kors in its most recent quarter posted a 41 percent comparable-store sales increase in North America, faster than the 38 percent gain a year earlier.

“The premium brands have really upped their game, competing more fiercely with the luxury brands,” said Danziger, whose consulting firm is based in Stevens, Pennsylvania.

Michael Kors shares jumped 20 percent this year through yesterday and Coach advanced 6.5 percent. LVMH dropped 2.2 percent. PPR is up 23 percent, benefiting from divestitures of non-luxury retail units. Kors rose 1.4 percent to $62.18 at 9:35 a.m. in New York while Coach climbed 0.5 percent to $59.40. LVMH added 0.3 percent to 136.20 euros and PPR slid 1.9 percent to 170.10 euros in Paris.

Strategic Buying

Affluent shoppers are being strategic, buying a few particular items from the luxury brands that give them the most pleasure and making trade-offs on the rest, Danziger said.

While mixing high- and low-priced fashions has been a trend for years, “it’s even more pronounced now,” said Milton Pedraza, chief executive officer of the Luxury Institute, a research firm in New York. Consumers are buying “high-quality yet low-cost products” so they can “splurge on the superb luxury product.

‘‘They are discerning to a fault these days,’’ he said.

Among these consumers is Jose Bandujo, the owner of an eponymous New York advertising agency, who estimates his spending on personal luxuries has declined as much as 20 percent because he’s investing in a home renovation.

‘‘I have to have a practical need,’’ said Bandujo, 49. ‘‘There are things still in my closet with labels that I never wore, and I find that appalling now.’’

Real Estate

The rich are channeling some of the money they’re saving into homes amid the perceived recovery of the housing markets, said Hana Ben-Shabat, a New York-based partner in the retail practice of the A.T. Kearney Inc. consulting firm.

‘‘Many affluent people are converting their money into real estate and things that have long-term investment returns and are spending less on having the latest Hermes handbag,’’ she said. ‘‘When they do have to buy a handbag, they go buy Coach.’’

She has one caveat: A small cadre of ultra high-net worth individuals, with $5 million and more in net assets, is insulated and not cutting back, she said.

Luxury consumers are shopping more for durability and quality rather than just the name on the label, said Jerome Jacques, a Malibu, California-based handbag designer.

‘‘A lot of people are tired of the vanity,’’ Jacques said. ‘‘They don’t want something that is bling-bling and gaudy. They want something really well-made, that doesn’t shine, and that has value.”

Functional Classics

Before the recession, Jacques produced seasonal collections of 20 designs that he distributed wholesale to now heavily saturated retailers like Macy’s Inc. (M)’s Bloomingdale’s. These days, he’s engineering a perpetual collection of 10 classic and functional bags under a new line called “Article Indefini” that he wants to sell directly to consumers. A luxury handbag should cost $400 to $800, he said. A $7,000 Hermes bag is “ridiculous,” he said.

Lori Hirsch, an attorney from Basking Ridge, New Jersey, in her 40s, said she is among consumers buying fewer goods — in her case one or two outfits a season versus five or six before the recession — partly by stretching out her purchases.

“The economy is not as bounced-back as people make it out to be,” Hirsch said. “I continue to make purchases on an as-needed basis without being extravagant.”

http://www.bloomberg.com/news/2013-05-15/u-s-2-percenters-trade-down-with-post-recession-angst.html

September 12, 2012

Ralph Lauren And Calvin Klein Are The Most Popular Fashion Brands For Wealthy Shoppers, But Women See More Prestige In Chanel, Vuitton and Prada; Men Prefer Italian.

(NEW YORK) September 12, 2012 – Men and women earning at least $150,000 a year shared detailed opinions on 30 Ready-to-Wear luxury fashion brands in the latest Luxury Brand Status Index (LBSI) survey from the independent and objective New York-based Luxury Institute. LBSI scores comprise average (1-10) scores on product quality, customer service, social status and ability of the brand to deliver special customer experiences.

Chanel earns the highest LBSI score (7.49) from women, ranking comfortably above Louis Vuitton (7.29) and Prada (7.21). Chanel is also the leading brand for delivering the best customer experience, and the one most deserving of charging premium prices.

Among high-income men, the highest ranking brands are three from Italy: Canali (7.84), Brioni (7.80) and Ermenegildo Zegna (7.72). Canali earns the highest overall rankings for product quality and service experience, and it’s one of the top three brands most deserving of charging premium prices, along with Zegna and Brunello Cucinelli.

Brand prestige and popularity are two different matters. The top two brands purchased in the past year by both men and women are Calvin Klein and Ralph Lauren, and Ralph Lauren is the brand most mentioned as one wealthy consumers will buy in the coming year. Zegna ranks second for intended purchase among men.

“With luxury Ready-to-Wear, wealthy consumers certainly place tremendous weight on product quality, but those brands that combine great products with excellent service are the ones delivering superior overall experiences,” says Luxury Institute CEO Milton Pedraza. “Consistently delivering that kind of experience is at the heart of sustaining premium pricing.”

About the Luxury Institute (www.LuxuryInstitute.com)

The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

February 21, 2012

Mystery Shoppers on Luxury Brands In-Store vs. Online

By Accessories Staff
February 20, 2012
Accessories

New York—Burberry earned top marks for its in-store and online experiences among luxury brands in a recent mystery shopper study, according to the WealthSurvey from the Luxury Institute.

Conducted by Professor Veronica Marlow of Brooklyn College, the mystery shoppers survey recruited a panel of 167 fashion marketing and merchandising students who paid some 263 visits to Manhattan store locations of Burberry, Chanel, Gucci, Louis Vuitton and Prada. The mystery shoppers also logged another 257 visits to the same brands’ websites to evaluate design, navigation and whether they would likely prompt a purchase or recommendation to friends or family.

“In its store, Burberry succeeds at creating a friendly atmosphere, with 85% of mystery shoppers saying they felt comfortable wandering around and browsing the merchandise,” the Luxury Institute reported. “Only Gucci came close to duplicating Burberry’s success in creating a comfortable atmosphere with 67% of shoppers saying they felt at ease inside of Gucci.”

Burberry scored top marks online, too, with 77% of visitors impressed by its visual appeal and 75% citing the superior design and ease of navigation.” Louis Vuitton also ranked high on site design with 75% of visitors favorably impressed. Burberry’s website also excelled for ease of completing purchases at 85%.

Interestingly, in its 2011 Global Brand report, Intrabrand last fall specifically cited Burberry as a top riser among luxury brands. “Burberry bested them all by focusing on its core competencies in fashion, digital innovation and global expansion,” Intrabrands reported.

As to whether they’d make a purchase online in the future, Burberry tied with Gucci as 42% of visitors said they would return to make a purchase. Whereas Chanel.com (22%) and Prada.com (24%) garnered the lowest among those who were willing to recommend the site to others.

Among the mystery shoppers others findings:

•Sales associates’ behavior and demeanor had a major effect on how “polite” a brand was viewed. About 96% said Burberry’s in-store staff was “pleasant” while only 60% said the same of Prada. Burberry and Chanel both received more than 90% on having staffs that were articulate and educated.

•Sales associates were more likely to offer assistance to shoppers at Burberry (75%) while Prada staff offered help only 55% of the time. “When you asked them a question, they quickly responded with little detail and walked away quickly,” observed one mystery shopper about Prada’s associates.

•Overall sales associates at Burberry (92%) and Louis Vuitton (91%) were seen as polite and courteous. Only 69% said the same of Prada’s staff.

•Prada, however, scored the highest on its store design with 91% applauding the aesthetics. Next was Burberry at 82% and Gucci at 75%.

“Ultimately shoppers are just as likely (42%) to make a purchase at Prada as they are to shop at Burberry in the future; 50% plan to return to Chanel. Chanel also earns the highest score (58%) for deserving a recommendation to friends or family.”

For additional information about this study and others, see www.LuxuryBoard.com

http://www.accessoriesmagazine.com/36740/mystery-shoppers-on-luxury-brands-in-store-vs-online

 

May 31, 2011

China’s Super Rich Go Gaga Over Prada

By Blue Carreon
Forbes
May 27, 2011

“Why buy just the handbag when you can buy the company.” This could be the growing sentiment among Hong Kong’s ladies who lunch once Prada starts selling its shares to the public. What better sartorial status symbol is there than the ability to proclaim that you own part of one of the most iconic luxury brands in the world?

Everything seems set for the release of Prada’s shares to the public on June 14. This after several failed attempts at an IPO in the last decade.

Financial experts and luxury brand strategists view Prada’s decision to list in Hong Kong as an affirmation of the growing importance of the China market and its people’s insatiable desire for luxury.

“It means that Hong Kong is seen as a very important exchange and source of capital for global brands. This only bolsters Hong Kong and China’s credibility as a financial capital. Prada and its advisors probably saw more potential enthusiasm and valuations from eager Asian investors,” says Milton Pedraza, founder and CEO of the Luxury Institute, a research firm devoted to studying the behaviors of high net-worth individuals.

“China is a tremendously important market for the company, as well as Asia broadly. Listing in Hong Kong is profile-raising in the region. It will attract meaningful interest from Asian institutions as well as retail investors. The view is that the Hong Kong market could attract a higher valuation versus listing in European markets,” says an industry expert based in Hong Kong, adding, “This will clearly create more focus and attention on the Hong Kong market as a primary venue for luxury brands to list, be they Asian brands, or global companies with either a meaningful component, or at least the aspiration of sales and growth to be generated from China. There is no doubt Prada will be the first of many brands to pursue a Hong Kong listing.”

This move from Prada is sure to be emulated by other brands that want to gain a stronger foothold in the growing Chinese economy, especially when the initial figures and the performance of its shares are released. The luggage company Samsonite is set to offer shares in Hong Kong on June 16.

But how does this affect the Chinese? Will China’s luxury goods consumer lap up Prada shares as they do Prada bags and shoes? Will the Chinese’s love for luxury goods translate to wanting to invest in a luxury brand? “Chinese investors want to be global investors and they want to take majority shares in global brands,” says Patricia Pao, CEO of the brand strategy and consulting firm Pao Principle. “The Chinese cannot create brands and they recognize this. This is why I think they are looking to actively buy them.”

Studies done by the Pao Principle concluded that the Chinese consumer likes to stand out from their peers hence their desire to buy multiple items especially those that are limited edition pieces. Is there a better way to stand out from other luxury goods consumers than owning a piece of that designer Prada pie?

http://blogs.forbes.com/bluecarreon/2011/05/27/chinas-super-rich-go-gaga-over-prada/

April 15, 2011

Luxury by Any Other Name

By Romy Ribitzky
Portfolio
April 14, 2011

As retailers and analysts fret over what rising gas prices will do to consumers’ wallets, luxury brands are quietly boosting inventories, ramping up hiring, and doing away with secondary brands in favor of more expensive goods.

Italian provocateur brand Dolce & Gabanna became the most recent to announce it will do away with its lower-priced D&G line, following in the footsteps of Brunello Cucinelli axing his Gunex and Rivamonti collections, columnist Christina Binkley writes in today’s Wall Street Journal.

And while moving away from lines with entry-level pricing may seem like a counterintuitive move during uncertain global economic conditions, Binkley argues that for some luxury brands, it’s a tactic that makes sense. “Luxury brands can seem cluttered with different lines when what consumers really care about is the designers who stand behind them,” she writes.

Jim Taylor, a luxury-consumption consultant adds that “nothing upsets affluent consumers more than finding there are multibrand models for multiple levels of quality.”

In fact, high-net-worth shoppers are drawn to certain brands because of their exclusivity, industry experts explain. A designer’s power to enhance status, imbue lasting quality, and extend a special experience is what those who earn at least $150,000 expect from a luxury label, the Luxury Institute, based in New York, says in its March Wealth Report, also out today.

Hermes, Prada, and Louis Vuitton all ranked as the top women’s fashion brands, while Brioni, Ferragamo, and Ermenegildo Zegna topped men’s fashion choices for households who earn between $271,000 and $2.4 million annually.

So maybe Dolce & Gabanna are onto something. By choosing to stop diluting their brand’s appeal and choosing instead to focus on what makes a $395 corset top a must-have versus what makes it a good value.

The proliferation of flash-sale sites is also complicating luxury brands’ value proposition. For those fashionable men and women who want to look like a million bucks but don’t quite have the budget, waiting sometimes as little as a couple of months can make an unaffordable article of clothing or accessory less of a splurge. Still, for those designers who cater to all levels of consumers, having to discount their wares-not only in stores and online, but also to feed the constant daily deal beast-marketing and branding their different collections in a way that resonates with consumers can be a challenge.

What’s the solution? “Companies must choose between two strategies. Either they must go the way of Michael Kors and Ralph Lauren and “paint the earth” with multiple brand levels, or they must ‘simply be sublime’ and cater to the roughly 20 percent of luxury consumers who shop without regard to price,” Taylor tells Binkley.

http://www.portfolio.com/views/blogs/executive-style/2011/04/14/luxury-brands-choose-to-end-secondary-lines#ixzz1MiTwf1UV

March 29, 2011

High Net-Worth Shoppers Rank Luxury Brands On Multiple Criteria; 38 Women’s Fashion, 27 Women’s Shoes And 28 Luxury Men’s Fashion Brands Evaluated In Luxury Institute WealthSurvey

(NEW YORK) March 29, 2011 – Firsthand perspectives of wealthy U.S. consumers provide detailed rankings of luxury brands’ reputation and prestige in results of the 2011 Luxury Brand Status Index (LBSI) surveys, released today by the independent and objective New York City-based Luxury Institute.

A balance of men and women from households earning at least $150,000 per year evaluated dozens of luxury fashion and shoe designers on quality, exclusivity, status enhancement and ability to create “special” shopping and owning experiences.

Wealthy respondents also ranked each brand on worthiness of a significant price premium, their willingness to recommend it to friends and family, and the likelihood of consideration next time they make a purchase in that category.

Based on overall LBSI scores (1-10), the top luxury brands rank as follows:

Women’s Fashion
o Hermes 7.72
o Prada 7.70
o Louis Vuitton 7.58

Men’s Fashion
o Brioni 7.66
o Ferragamo 7.48
o Ermenegildo Zegna 7.47

Women’s Shoes
o Versace 8.06
o Christian Louboutin 8.04
o Valentino 7.98

“We find that some categories are very predictable with certain brands rating in similar positions over the years. The luxury women’s shoe category is one where fickle consumers rank and rate brands differently over the years,” said Milton Pedrasa, CEO of the Luxury Institute.”

The proprietary Luxury Brand Status Index (LBSI) survey is the only unbiased measure of the reputation of leading brands provided by direct insights from wealthy U.S. consumers. Sample households had average annual income of $271,000 and $2.4 million average net worth.

About Luxury Institute (www.LuxuryInstitute.com)

The Luxury Institute is the objective and independent global voice of the high net-worth consumer. The Institute conducts extensive and actionable research with wealthy consumers about their behaviors and attitudes on customer experience best practices. In addition, we work closely with top-tier luxury brands to successfully transform their organizational cultures into more profitable customer-centric enterprises. Our Luxury CRM Culture consulting process leverages our fact-based research and enables luxury brands to dramatically Outbehave as well as Outperform their competition. The Luxury Institute also operates LuxuryBoard.com, a membership-based online research portal, and the Luxury CRM Association, a membership organization dedicated to building customer-centric luxury enterprises.

For Further Information, Please Contact:
The Luxury Institute, LLC
Martin Swanson
Vice President
(914) 909-6350
mswanson@luxuryinstitute.com

March 9, 2010

What Chinese Shoppers Want

Forbes.com
Evelyn Rusli
March 8, 2010

Luxury goods makers find growth in China.

“Fashion fades, only style remains the same,” says Jasper Liu, 26, summarizing his approach to shopping by quoting Coco Chanel.

Liu, a self-described “Shanghai Hipster,” represents the nouveau riche of China. He reads English literature, watches European movies, drinks fine champagne and is a loyal patron of luxury retailers, namely Lanvin and Yves Saint Laurent.

The affection is mutual: Fashion houses with global ambitions are courting Chinese consumers like Jasper, eager to learn how they spend, why they spend and just how much they’re willing to spend.

The answer: quite a lot if the quality and label are right. In a recent study by retail consulting firm Pao Principle, the average Chinese luxury consumer will spend roughly 11% of her income on luxury handbags alone. The group’s favorite brands, in order of preference: Louis Vuitton, Gucci, Coach, Chanel and Prada.

Over the past year Patti Pao, the founder of Pao Principle, has collected data on the mainland’s elite consumers: amassing a panel of 356 individuals who have purchased a luxury handbag, watch or fine jewelry piece in the last twelve months. Her snapshots of their habits create a portrait of a misunderstood luxury consumer who is highly educated and highly motivated to identify products that will complement his or her individuality and rising power.

For Pao the project was critical to her business. After the collapse of Lehman Brothers in 2008, her retail clients fled, “I said, what would it take for you to hire us back, and they basically said, ‘The U.S. is dead, Europe is dead, Japan is dead and we’re putting all our resources in either the Middle East or in China. If you can help us … we’d be happy to speak with you again.’” The mature markets may not be “dead,” but numbers confirm that momentum is indeed swinging: According to an October 2009 Bain & Company report, the U.S. luxury market likely fell 16% that year, Europe was off 8%— but China, which is described as the “new real frontier of luxury,” rose an estimated 12%.

And according to the Luxury Institute’s latest report on the high-end market (released in September 2009) 33% of respondents said they plan to spend less on handbags this year. “Even the wealthiest of consumers are now living within their means, which will have a somber, dampening effect on the market,” says Luxury Institute’s CEO, Milton Pedraza.

“U.S. consumers who are making $150,000 or more, spend about $3,000 a year on handbags, which is a pittance compared to the Chinese.” For comparison, 90% of Pao’s panelists who had purchased a handbag in the past 12 months are planning or considering the purchase of another luxury bag in the next six months.

For Western companies China can be a difficult market to crack due to its language barrier and inherently private culture. In a nation still challenged by censorship issues, Pao says people are generally hesitant to share personal and honest information. But Pao, a Chinese-American whose parents are from Nanjing, says her ties to mainland China gave her a natural advantage. “All of our correspondence was done in Mandarin. We leveraged our network of friends and families, so that we were able to hand select and hand screen a panel…who because we knew them or were tied to them in some way shape or form would tell us the truth.”

That panel is highly educated and has serious spending power: 70% graduated from college, with many holding advanced degrees: 80% own a own home; and nearly 90% bought a luxury handbag in the last 12 months. The average annual salary of a panelist is 125,000 yuan, or $18,382–which may seem low compared with U.S. wages, but is more than triple the average salary in Shanghai, which is 39,000 yuan or $5,735, and goes a lot further in China. Many of the panelists are young, college graduates from wealthy families who recently entered the work force. While their means seem modest compared to luxury buyers in the U.S., Pao found that many outspend their Western counterparts, dollar for dollar. Of the 311 panelists who bought a handbag in the last 12 months, the average purchase price per bag was $1,000 and the average panelist bought two bags, according to Pao’s data.

China’s lust for luxury may seem a pure power play, a competition to amass the greatest number of logos, but Pao says it has become more nuanced than that. As Chinese consumers become more sophisticated and savvy, they’re using fashion to differentiate themselves and project a personal statement. Twenty years ago people bought luxury goods because it signified how successful they were: “Literally, you were judged by the clothes that you wore on your back,” she says. “The trend is shifting, because in the 1970s China enacted the one-child policy,” Pao says. “Now China has a population of very wealthy households. [Their] children are cosseted, coveted, pampered … they’re self-centered and they’re spoiled,” says Pao. “It’s just how they describe themselves.”

As a result the country has moved away from a group-think mentality to a more individual-centered mindset. Luxury products that offer an opportunity for differentiation, such as limited editions, are highly sought after by her panelists, including “Shanghai Hipster” Liu. He admits China’s consumers are more brand-oriented but says that only “unsophisticated luxury shoppers would select luxuries with visible logos to show off their new ‘conquest.’ ”

Pao’s report concludes that the country’s wealthy consumers and its aspirational class are willing to spend money (while scrimping and saving if necessary) to buy the finest goods, but they are more discerning than ever. Pao warns that China can no longer be used as a dumping ground for excess inventory and says designers will have to create limited editions exclusively for the market.

The Chinese consumer understands that “after 2009 they’re going to be the number one consumer of luxury goods in the world,” Pao says. “And they’re expecting acknowledgment for that.”

http://www.forbes.com/2010/03/08/china-shoppers-luxury-markets-equities-lifestyle.html