The challenge

Neuhaus is a prestigious Belgian chocolatier celebrating over 160 years as the originator, the innovator, and the quintessence of Belgian Chocolate excellence. The challenge was to help this established European company make a successful transition into the US market. Goals included building brand recognition in North America, establishing a robust online presence, providing world-class customer service to the American luxury sector, and delivering chocolates tasting as fresh as if they had been purchased in Brussels.

Specifically, we needed to :

  1. Create a website that meets multiple needs simultaneously:
    1. Showcase Neuhaus’s Belgian heritage.
    2. Educate new consumers about the brand and about Belgian chocolates.
    3. Provide the efficient product-centric shopping experience that American consumers prefer.
  2. Collaborate with the Neuhaus US-based warehouse for seamless delivery of the gourmet chocolates across all 50 states in all weather conditions.
  3. Take an omni-channel view with focus on direct-to-consumer sales.
  4. Manage sales and provide the high level of customer service expected by the American luxury consumer.
  5. Leverage our consulting expertise to bridge the differences between the European and the US eCommerce landscapes.

The solution

Neuhaus selected us as its US eCommerce partner because of our longestablished relationship with Neuhaus in Europe combined with our local expertise and presence in the US market. Our full service eCommerce solution encompasses all components of a successful eCommerce presence:

  1. Customizable website development with ongoing technical support.
  2. Creation of website content including high resolution images, copy writing by native American English-speakers, and SEO optimization specifically for the US market.
  3. A US-based team to provide responsive website management to Neuhaus and world-class customer service to consumers.
  4. A win-win business strategy in which we directly invested in successful revenue growth of the website through a partially commission-based compensation model.
  5. Full-service online marketing including marketing automation, newsletters, and SEA.
  6. Consultation on US-specific product development, holiday marketing strategies, and expansion of US customer base.

The results

  1. The online boutique has facilitated strong sales and steady growth in the USA. Americans who knew Neuhaus from their travels in Europe are able to conveniently order the chocolates online for quick delivery in the US. Brand awareness is increasing among new American consumers and corporate clients.
  2. Neuhaus and our staff operate as a seamless team to fulfil orders, strategize for marketing and growth, and develop the brand’s reputation in the USA.
  3. The website has developed a very strong base of loyal “super-fans” who consistently praise the product, their online shopping experience, and the high level of customer care provided by our staff.
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