Learn how Hotel Chocolat maintain '100% Happiness' amongst their customers with improved delivery options, value of authenticity and ethics, and a strong relationship with their affiliates.
Name: Hotel Chocolat
Contact: Michelle Corp
What are some developments that Hotel Chocolat have seen this year that puts them ahead of their competitors?
Hotel Chocolat has continued to grow significantly in the last year with expansion in all areas of the business. The development of our retail estate with additional Cocoa Bar-Cafes and new websites for the UK, mobile and dedicated overseas markets (US and EU) further strengthens our multi-channel proposition. To ensure we exceed our customer’s expectations and continue to attain ‘100% happiness’, we have improved the delivery options available to include; nominated and next day, Saturday, same day and notably click and collect. Available at any of our 76 stores across the UK, click and collect within two hours is a popular choice with shoppers. Additionally, the ‘gifting’ element of the Hotel Chocolat experience has flourished this year, and our new website provides easy navigation for gift hunters with categories for different occasions; Father’s Day, Teacher’s Gifts, Thank You, Birthdays, For Him/Her. Customers now have the ability to select multiple delivery addresses in a single order and personalise individual gifts with a message and gift packaging.
What does this mean for their affiliates?
The investment we have made at Hotel Chocolat online to improve delivery options, gifting and personalisation along with the convenience of purchasing on multiple devices, further enhances the customer’s experience and supports our affiliate’s own objectives to provide the best proposition to their visitors. Our affiliates are an innovative bunch with a plethora of ideas to help drive our business forward in the performance marketing space and we are always interested to hear from them and any new publishers.
What resources/commission does Hotel Chocolat offer its affiliates?
Our strong brand which combines authentic values with luxury chocolate gifting occupies an elevated position in the marketplace and makes us the perfect partner for a wide range of affiliates. Combined with an impressive EPC, we offer a highly competitive commission rate of 7% on online purchases, 5% where a voucher code is applied. The program is tracked through our network – Commission Junction and we can reassure publishers that our ‘mobile certification’ means they will be awarded for sales generated through all devices. In order to maintain brand values and ensure a smooth journey, the creative imagery which accompanies our marketing activity is aligned to resonate across all customer touch points including in store, online and print media. All creative is updated regularly with the latest campaign and we are happy to assist with bespoke requests for specific links or imagery. A product feed is also available.
Are there any exciting developments coming up for Hotel Chocolat?
As we continue to explore new markets and evolve as a multi-channel retailer there will be further opportunities for affiliates to work with other aspects of our business portfolio including Cocoa Bar-Cafes, Restaurants, Cocoa Cuisine, Cocoa Juvenate Beauty and Gift Experiences.
Hotel Chocolat is uniquely placed as one of the world’s few chocolate makers to actually grow cocoa and authenticity and ethics are fundamental to our business and our affiliate relationships remain a valued part of the overall strategy.