With more customers – old and new – shopping online, Hotel Chocolat needs to ensure its unique in-store experience is reflected on its digital channels. The retailer also boosted its customer database by 170% in the US, and 900% in Japan during the second half of 2020. Between December 2019 and June 2021, the UK customer database increased by 66%. It’s principles like these that are helping to expand the Hotel Chocolat fan base. “We have a deep sense of fairness that extends to our farmers, our customers, and future generations,” added Thirlwell. ![]() It also promotes ‘climate smart’ farming methods and has pledged to make all its packaging recyclable or reusable by 2022. But this is just one of Hotel Chocolat’s sustainable business goals. The company’s Engaged Ethics programme has helped to transform the lives of hundreds of farmers by ensuring they get a fair deal. “We want to ensure that the growers of this magic ingredient are respected.” “Our objective is to ensure that cacao farming is economically, environmentally, and socially sustainable,” said Thirlwell. And it’s 100% ethical – from the roots to the wrapper. Hotel Chocolat sources its cocoa from its own organic eco-conscious estate in Saint Lucia as well as hundreds of growers around the world. “Our brand mantra is ‘more cacao, less sugar’, which gives our products their superior taste.” “Right from the start, we’ve never played by the rules of what people said a chocolate company should be,” said Thirlwell. Thirlwell co-founded Hotel Chocolat in 2004 with a £10,000 loan it sparked a revolution in British chocolate based on originality and authenticity. “With Salesforce B2C Commerce, we can keep scaling and enriching the digital experience to meet rising demand from our customers.” We have tripled the size of our digital business since COVID-19 hit in March 2020 and have achieved five years of growth within the last year,” said Martin Bell, Ecommerce Director for Hotel Chocolat. This happiness is increasingly being delivered through digital channels. “Chocolate can lift our spirits, especially during difficult times. With Salesforce, we can bring chocolate happiness to more customers.” “We want to provide people with a sense of escapism and luxury,” said Angus Thirlwell, Hotel Chocolat CEO. The premium chocolate brand is so confident you will love the Hotel Chocolat experience that it offers a 100% happiness guarantee. From virtual tastings to children’s workshops, Hotel Chocolat has taken our love affair with chocolate to a whole new level. But Hotel Chocolat isn’t just about great products, it’s about memorable experiences. ![]() From luxury chocolates, boxed collections, biscuits, and beauty to ice lollies, drinks, and subscriptions galore, British chocolatier Hotel Chocolat has built a successful business on the humble cacao bean, with revenues of £165 million as of June 2021.
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