Key Drivers that Influence the End to End Customer Experience in the Chocolate Industry in the USA

This report titled 'Key Drivers that Influence the End to End Customer Experience in the Chocolate Industry' details customers' priorities expressed on eCommerce websites.

The rapid changes in the customers' buying behavior have also been reflected in the chocolate industry. If customers were going to the nearby physical stores and picked their favorite chocolate before, now they order the chocolates from anywhere in the world and receive them on their doorstep.

The taste and flavor of chocolate matter more than anything else. But the new normal of online buying has brought new challenges in the customer experience that the chocolate industry never anticipated before. Brands need to make sure that this fragile bar of chocolates receives at customers' doorstep is intact. It doesn't matter what premium quality cocoa you use in your chocolate and the top-notch taste and texture you offer unless you deliver chocolate properly and intact. It is proven that the delivery and shipping of chocolate also play an essential role in the customer experience of chocolate brands.

What is covered in the report?

1. Analysis of each key category driver of the chocolate industry that drives customers to choose one brand over another
2. Analysis of key category drivers across different price bands
3. Drill down to key aspects that attract more positive customer reviews
4. Analysis of the positive review trend around key aspects
5. Drill down into key aspects that witnessed a high dip in positive reviews
6. Analysis of the negative review trend around aspects that witnessed more negative customer feedback
7. Analysis of about 12.9k customer conversations happening on eCommerce websites
8. Detailed insights into the priorities of chocolate consumers in the USA
9. Analysis of top chocolate brands’ performance in all key category drivers

Why consider buying this report?

1. Gain a better understanding of the customer experience preferences of the Chocolate industry in the USA
2. Be informed regarding the top category adoption drivers of Chocolates in the USA
3. Understand the unexpected aspects that affect positive customer experience
4. Strategize marketing activities, entry into new markets, market expansion, and other business plans by understanding the factors that drive a great customer experience
5. Understand significant competitors’ strengths and weaknesses and respond accordingly to benefit from the market

Key growth factors of the chocolate market

It is found that 48.06 million consumers like to eat chocolates more than other foods. Hence, it opens enormous opportunities for chocolate brands to showcase and sell their delicious chocolates. 

Years ago, consumers had limited availability of chocolates as they can buy chocolates available only in their region. But now, the world has shifted to online shopping, and customers started to order chocolates online from anywhere. 

Even though there are hand-crafted and mass-market chocolate brands, customers won’t always eat the same chocolates. They choose specific chocolate for a particular moment or occasion. If customers find chocolate has a great taste and texture, can be used as a snack and is giftable, they will prefer it. Additionally, if brands give more attention to proper delivery, shipping and packages, more customers will choose those brands over and over than other chocolates in the market.

Companies covered

• Cadbury
• Dove
• Ghirardelli
• Hershey's
• Kit Kat
• Lindt
• Mars
• Milky Way
• Reese's
• Snickers
• Toblerone
• Twix

Key Target Audience

• Chocolate Brands 
• Chocolate Retailers
• eCommerce Retailers
• Branding Agencies
• Strategy Consulting Firms
• Marketing Agencies
• Venture capitalists
• Chocolate stakeholders
• Associations, organizations, and alliances related to chocolate and cocoa
• Government bodies such as regulating authorities and policymakers

Using Consumer Insights to Deliver Superior Customer Experience

There are so many chocolate consumers and chocolate brands in the world. It won’t require much effort to get new buyers as a chocolate brand. But retaining them is tricky.
To retain customers, brands need to understand what makes chocolate consumers happy and what makes them dissatisfied. The taste and texture of chocolate play a vital role in the success of a chocolate brand. But other unexpected factors destroy positive customer experiences even though a brand offers the most delicious chocolate. This report reveals the key aspects that make customers happy and dissatisfied.

Also, brands can check how their rivals perform across all key category drivers of customer experience and understand where they are in the market.