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Shiseido is answering its customers' concerns regarding the pandemic and other matters, partly with a digital in-store shopping experience and refill stations. (Photo by Yuki Kohara)
Business Spotlight

Shiseido bets on luxury skin care and China's fickle consumers

CEO Uotani adapts to changing customer preferences amid COVID pandemic

NANA SHIBATA, CK TAN and KIM JAEWON, Nikkei staff writers | Japan

TOKYO/SHANGHAI/SEOUL -- Tokyo's Ginza is suffering, bereft of the throngs of Chinese tourists who used to step off buses every day eager to shop in its tony emporiums. But one time-honored boutique is using the lull to upend the shopping experience.

It is a cosmetics shop that started out as a pharmacy almost 150 years ago and has since become famous for the in-person makeup tutorials its beauty consultants offer.

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