Luxury Chocolatier utilises GAMIFICATION TO
HELP CUSTOMERS FIND THEIR 'chocolate love match'
Who are Hotel Chocolat?
Hotel Chocolat first opened its doors to the people of London in 2004 with a mission to make chocolate exciting again. Today they have 150 stores (and counting) in the UK and a luxury eco-hotel on their working cacoa farm in the Caribbean. Hotel Chocolat became a client of Odicci at the beginning of 2023 and have continued to insert gamification within their website, emails, stores, seasonal campaigns and even within their delivery packages! Love Match is an important part of Hotel Chocolat’s philosophy, they are dedicated to finding their customer their perfect chocolate.
The Challenge?
Helping Customers find their chocolate love match is an important part of Hotel Chocolat’s philosophy. They’ve spent 20 years obsessively developing a deep understanding of flavour, of individual tastes and preferences and this unrivalled view on chocolate flavour profiles is the result. Hotel Chocolat wanted a way to help their customers navigate their 100’s of recipes and find their own chocolate love match, to do this they worked with Odicci’s gamification as a service platform to create the Chocolate match quiz.
The Strategy
The Chocolate Love Match quiz is simple and interactive experience that is now live across all channels, including their website, emails and within stores. Customers can interact with the Love Match quiz at kiosks in store, via QR codes or within the website and be matched with the best chocolate for them straight away. Once a customer finds their chocolate love match, they are sent straight to Hotel Chocolat webpage with chocolate suggestions related to their match, or they can explore the store where all the chocolate matches are clearly labelled for the customers ease. Their other gamified experiences such as ‘Hot Chocolate Match, VIP.ME and seasonal experiences are also available across all channels, including on kiosks and QR codes in store.
What were the results?
Using a quiz across all marketing channels is a powerful way to engage customers and drive impressive results. With a 64% completion rate, the quiz has proven its popularity. Due to the popularity of the Love Match quiz, Hotel Chocolat have continued to use Odicci for similar experiences which have achieved amazing results, such as a +165% uplift in conversions and 95% click-through rate uplift from the Hot Chocolate Quiz. Their Easter experience additionally achieved an amazing +12.6% click-through rate uplift. Additionally, the VIP.ME experience saw a 200% increase in CTR and a 68% YoY uplift in conversion rates.
HOTEL CHOCOLAT'S LOVE MATCH
Experience in Detail
Solution
Hotel Chocolat were seeking a solution to capture and retain their audience’s attention, gather valuable insights and drive brand loyalty as a result. Hotel Chocolat’s omnichannel approach not only increases participation and click-through rates but also provides valuable data for future personalised marketing. Ultimately, their Love Match Quiz drives stronger customer connections, higher retention rates, and measurable business growth by meeting customers where they are with fun and rewarding interactions.
The Benefit's Behind Finding Your Perfect Match
Hotel Chocolat’s philosophy is to find the perfect chocolate flavour for everyone, they call this finding your chocolate love match. From using QR codes to attending ‘Find Your Chocolate Love Match’ events and tastings, it is now more seamless and more fun than ever for customers to find the chocolate they want. By inserting gamification into their marketing, the customer journey is now unique and memorable for their target audience. ‘Find Your Chocolate Love Match’ brings an element of surprise and delight to the experience, turning a simple purchase into an interactive journey. Customers gain a deeper understanding of the brand’s offerings and feel a stronger connection to the products. Additionally, the quiz fosters a sense of individuality, as customers see their preferences reflected in tailored recommendations, enhancing the overall shopping experience.
Gain A Competitive Edge
Hotel Chocolat’s ‘Love Match’ quiz has seen impressive results such as a 64% completion rate and a 60% CTR on the “Meet Your Match” call-to-action for the “Mellow & Creamy” profile, which directs customers to a webpage with chocolate suggestions tailored to their match.
What began as an online quiz has expanded into an omnichannel experience, now featured in stores on kiosks and via QR codes, at events, through email campaigns, and even in delivery packages. By integrating gamification into seasonal promotions and their VIP.ME programme, Hotel Chocolat effectively deepens customer engagement. This interactive approach highlights their core value of helping customers find their ‘chocolate love match’, enhancing the overall shopping experience. Quizzes like this not only offer personalised recommendations that boost customer satisfaction, but they also drive increased sales and foster customer loyalty by creating a more memorable, engaging connection with the brand. The quiz has gone beyond just being a marketing technique and now become a core part of Hotel Chocolat’s brand and philosophy.
The benefits of using a quiz extend beyond just customer engagement; it strengthens Hotel Chocolat’s ability to connect with customers on a personal level. By offering a tailored chocolate experience, the quiz enhances customer satisfaction, making them feel understood and valued.
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