Product details

Recognised as a luxury chocolate brand, Hotel Chocolat (HC) had commenced its manufacturing operations in the UK in 1993. The chocolate makers' UK market was focused on operating through the UK Physical, which included stores, cafes, and restaurants. Its business was set on three pillars, namely, originality, authenticity, and ethics. Moreover, during the process of manufacturing chocolates, HC's business mission had incorporated the mantra of 'More Cocoa, Less Sugar'. From the strategic point of view, the company had committed to offer more focus on the consumers' lifestyle. In contrast, in 2020, HC's business was severely affected because of the outbreak of the COVID-19 pandemic. Subsequently, the company was compelled to temporarily close all its physical stores in the UK. Concurrently, it had taken a decision to operate its business through online channels. As a result, its multichannel model had driven considerable customer acquisition growth across the markets. HC had backed the multichannel model as this strategy had enabled the company to deliver chocolates with happiness, roll out new commodities, and deliver substantial sales growth. Besides, HC had made significant growth during the pandemic period particularly in making an operational platform for future growth. With this backdrop, would HC be able to improve its commercial growth while introducing the 'multichannel model' strategy?