Lindt Home of Chocolate
Create and analyse a personalized journey in a multi language environment
Discover how the Lindt Home of Chocolate uses Arenametrix to centralize its data and manage a multilingual visitor journey holistically on a 360-degree level.
The Lindt Home of Chocolate, located in Kilchberg, Switzerland, is an interactive museum dedicated to the world of chocolate, from the origins of cocoa to Swiss innovation, featuring immersive exhibits and an impressive chocolate fountain. Since 2023 , Lindt Chocolate Competence Foundation has used Arenametrix to centralize his data and leverage marketing actions on a 360 degree level.
Lindt Home of Chocolate wanted to adapt its customer experience to the cultural and linguistic reality of the territory in which it operates. The challenge was to:
- Develop a trilingual visitor journey (German, French, English) covering the entire experience, including pre and post-visit communications as well as promotional messages.
- Collect and analyze verbatim feedback from post-purchase emails, taking linguistic differences into account to better understand visitors’ expectations and perceptions.
- Analyze (sales) trends based on the buyers’ language in order to better identify behaviors and product preferences.
The ultimate goal? Offer a visitor journey fully aligned with the local context and the diverse audiences it serves.
What we put in place
→ Automatic Language Detection and Optimized Contact Collection:
- Automatic detection of the visitor’s language based on the browser used during the purchase process. This information is captured in Arenametrix and can be filtered by language.
- Subscription to marketing communications available for both buyers and non-buyers, in all three languages.
→ Implementation of a Complete and Personalized Multilingual Visitor Journey: Development of automated pre and post-visit workflows, with personalized conditions based on: the type of experience booked, the visitor’s preferred language (German, French, or English), whether the visitor is already subscribed to the newsletter.
→ Analysis of Digital Behavior and Commercial Performance:
- Evaluation of workflow performance (open rate, click rate) by language segment, enabling the identification of distinct behavioral trends.
- Analysis of buyer profiles, the most popular products, and loyalty dynamics, segmented by the buyer’s language and country.
9
automated workflows, including a multilingual satisfaction survey with automatic classification of satisfaction scores.
≈130.000
personalized pre-visit emails were sent, in three languages, adapted to the type of visit booked.
+15.000
reviews were collected and automatically classified, representing a response rate of more than 10%.
3
language groups with different purchasing patterns, including up to 7 days of variation in purchase timing.
Personalized multilingual communications
