Thorntons is a British chocolate company seeking to improve its online presence and digital marketing. Publicis was hired to help revitalize Thorntons' communication strategy across channels. A proposed campaign called "My Art of Chocolatier" would challenge customers to create new chocolate designs using Thorntons chocolates for prizes. The campaign would be promoted through in-store, online, social media and TV advertising to raise awareness, engage customers and target younger segments.

1. Thorntons The Art of Chocolatier since 1911 Presented by: Anusha Bhat Mohammad Aladalh Rita Batalha Tina Lai Victor Zhang

2. Agenda THORNTONS WIN:WIN ENVIRONMENT OUR EXPERIENCE COMMUNICATION PLAN CONCLUSIONS WEBSITE STRATEGIC PLAN » E-CRM CAMPAIGN

3. Agenda WIN : WIN THORNTONS PUBLICIS Who? » Leader in communications » 5 brands, 1 ambition » Create contagious ideas Why Thorntons? » Can apply the 5 disciplines » Extend best practices to Thorntons stores around the world » Opportunity to use their expertise in B2B Who? » British chocolate company » 400 shops and cafés » Seasonal and boxed chocolates » Premium market Why Publicis? » Give the brand greater relevance » Cohesive position in online and in-store channels » Revitalise the communication

4. Tg Agenda Thorntons Communication Strategy What they do: » TV Advertisement » Online: SEO, SEM, Affiliates, Display Advertising, Microsites » Offline: Print, PR » Street Marketing Guinness World Record for the largest box of chocolates British Television Advertising Award Online Communication 1 . Online channel represents 4% of total sales 2 . Improvements in website and digital marketing increased conversion rate by 9% Online facts:

6. Trend Cross-channel shopping is a phenomenon that is growing in all age groups Source: Forrester’s Consumer Technografics,2004 * % who respond 4 or 5 on a scale of 1 (strongly disagree) to 5 (strongly agree) ** Forrtester’ North American Consumer Technology Adoption Study 2006 “ I like to research products online and purchase them offline”* More consumers like cross-channel shopping " I like to research products online and purchase them offline" (% who respond 4 or 5 on a scale of 1 (strongly disagree) to 5 (strongly agree) Base: North American Households Source: Forrester's Consumer Technographics 2004 North American Benchmark Study 2004 2006**

7. Agenda Our Experience CUSTOMERS MARKETERS In-store Experience pleasant; friendly; cosy; most packaging are appealing; affordable; up-market; quality Online Experience old fashion; “It’s not the same company”; perception of low customer retention; promotions; low innovation In-store Experience USP is not immediately visible; luxury; friendly; customer oriented; good; Online Experience “ I didn´t know they have a website!”

8. Challenge How to communicate effectively with the customers, when there is no unified brand image between in-store and online channels ?

9. Strategic Plan STRATEGIC PLAN E-CRM Collect customer data Understand needs Communicate effectively Campaign Viral Involve customers Creative idea Reformulate website thorntons.co.uk Re-design / Optimise the access of information Transmit the new positioning of Thorntons Leverage the online channel to fill the gap Build loyalty and customer relationship Revitalise the communication and target all segments

11. E-CRM Weak potential Tactical Website / In-stores Cafés / Direct Mail Consumer Data Base Segmentation Process Unique Marketing Profile Measure Results Communication Channels Online/Offline SMS / Mailings POS /Packaging Messages and Incentives Stage One: Collect Data Stage Two: Messages & Incentives

12. Strategic Plan Stage 1: Collect Data » Generic consumer data E.g. Name, gender, birthday, age » Potential value data E.g. What/When/Why/Where… buy chocolates? » Interaction data E.g. Opening rate, CTR newsletters; number of logins » Preferred channels of contact E.g. E-mail, SMS, social networks Stage 2: Messages and Incentives » Brand related: products, services and news » Festival seasons: Easter, Christmas… » “Right message, right moments”: Birthday, recommendations

13. Strategic Plan CAMPAIGN Viral Involve customers Creative idea Brand Image and Awareness Improve and renew the brand associations in consumers’ mind To reinforce its position Reduce the dependency on seasonal festivals 2 1 Display Advertising Social Networks In-store TV Advertisement

14. The Art of Chocolatier Making art is not easy…

15. SECRETS

16. COMPLEX

17. PASSION

18. Idea The Art of Chocolatier “ Create your own delight chocolate with Thorntons” My In 2011 Thorntons will have completed 100 years of delivering its ART Now they want to challenge customers to show how artistic they can be…

19. Idea 1. Choose Chocolates 2. Pick a box 3. Make your design 4.Write your message 5.Send your box My Art of Chocolatier My Art of Chocolatier c Classic Dark Collection White Fusion Continental Metropolitan Turkish Delight Fudge Caramel Premium 1.Choose 10 Thorntons chocolates

20. Idea My Art of Chocolatier My Art of Chocolatier 1. Great! you have your chocolate... “ Mexican Desire” A mixed of luxury and passion RB. 1. Great! You have your chocolate box... 2. Send to your friends 1. Choose Chocolates 2. Pick a box 3. Make your design 4.Write your message 5.Send your box

21. My Art of Chocolatier “ Mexican Desire” A mixed of luxury and passion RB. But... Can you make a real chocolate? Visit www.thorntons.co.uk/artofchocolatier and find out more

22. My Art of Chocolatier Let’s extend the facebook idea in “ real life ” … How: » A contest where people are challenged to create a new type of chocolate with Thorntons chocolates » In each city a different challenge will be given to the contestants “ ...to enjoy with friends/family” “...for children” “...a romantic moment”

23. My Art of Chocolatier » In each round a number of finalists will be chosen for a Jury composed by Thorntons team and a special guest in the gastronomy field » The final phase will be held in London where a winner will be chosen by the Jury Prize: » Winner’s chocolate product will be branded and sold in Thorntons stores Nigella Lawson “ Mexican Desire” A mixed of luxury and passion An exclusive of RB Jamie Olivier

24. Communication Plan My Art of Chocolatier PHASE 1 TEASING GOALS: » Awareness » Registrations » Campaign acceptance » Word-of-mouth GOALS: » Awareness; Word-of-mouth » Interaction in social media E.g. posts/comments/fans » Increase registers/visits on the website » Generate/increase purchase DISPLAY ADVERTISING SOCIAL NETWORKING IN-STORE PHASE 2 ONGOING TV ADVERTISEMENT

25. Communication Plan In-Store Display Advert. Social Network TV Advert. In-store: » Distribution of flyers » Staff can promote the campaign and encourage customers to apply Display Advertising: » Websites with high traffic » Theme Sites: Sites with high affinity to the target » Online Formats: Rich media with high impact Banner Mrec Peel back

26. Communication Plan In-Store TV Advert. Social Network. TV Advert. Social Networking: » “Viral effect” Users post their videos on facebook and share with friends + » All videos from the contest are placed on the Thorntons YouTube channel and facebook page » We want Facebook Application Explain the contest Show latest participation Fans, posts, TALK

27. Conclusions Opening Closing Persuading    How to face the challenge? Communicate effectively with the customers, when there is no unified brand image between in-store and online Re-design: bring premium look & feel to the website E-CRM: define unique marketing profile to deliver an effective communication “ My Art of Chocolatier”: a contagious idea to revitalise the communication, involve customers and engage especially a younger segment Brand Awareness Customer Interaction Innovation Loyalty through customer relationship Target new customers

28. Thank you.