Hotel Chocolat is partnering with experience analytics platform Contentsquare to fuel its customer-driven digital innovation and online growth.
Over the past year, the chocolate retailer says its continued to deliver ‘standout’ personalised experiences and products to customers despite disruptions to in-store shopping.
Instead of simply providing a product, the brand has utilised key digital insights to help them create a more memorable customer experience. Something which gives consumers something of real value, it says, which in turn is likely to increase loyalty in the long-run.
Martin Bell, eCommerce director at Hotel Chocolat, said: “We want our customers to enjoy a rich, seamless experience, whatever the channel.
“Contentsquare gives us critical insight into the digital customer experience, and drives our web optimization strategy. Innovation at Hotel Chocolat is relentless and is always powered by customer insight, so this extra layer of understanding is vital to us.”
Niki Hall, chief marketing officer at Contentsquare, said: “It’s incredibly exciting for us to partner with a company like Hotel Chocolat, which truly has a digital-first mindset and a strategy of continuous innovation.
“Hotel Chocolat have risen to the challenges of the last twelve months by adjusting to customer priorities and reimagining the ways in which they connect with their audience. Even traditional buys like Easter eggs are now increasingly moving online, and Hotel Chocolat is a real digital leader when it comes to providing a standout omnichannel brand experience.”
A recent consumer survey by Contentsquare revealed that one in five consumers are planning to give chocolate as a gift this year and a further one in ten will be treating themselves this year for Easter.
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