One Cheesecake Sold Every 10 Seconds
This statement perfectly describes the popularity of LeTAO’s signature product, the ‘Double Fromage Cheesecake.’ As a must-have item for travelers to Hokkaido, this cheesecake is loved by dessert enthusiasts worldwide. LeTAO started from offline stores and has now achieved great success in its online mall as well. How did LeTAO capture the hearts of customers?
LeTAO’s Offline Success Story
LeTAO began in the bustling ‘Sakaimachi Street’ in Otaru, Hokkaido. Initially aiming to create desserts loved by local customers, the brand gained nationwide recognition through a TV program. The program highly praised the ‘Double Fromage Cheesecake,’ resulting in a flood of customer inquiries.
LeTAO has been developing new products every month, creating buzz among media and customers, leading to consistent growth in sales with increasing new and repeat customers. LeTAO values the mindset of ‘making one passionate fan every day.’ To achieve this, they strive to approach customers as closely as possible, always thinking from the customer’s perspective to earn their trust.
Online Success Strategy: Creating Loyal Customers
LeTAO has successfully extended its offline success to its online mall. In an online environment where customers can’t see the products in person, photos and site layout are crucial. LeTAO strives to give customers the feeling of selecting products in a physical store through vivid images.
Particularly, LeTAO emphasizes the importance of repeat purchases. A significant portion of their online customers are repeat buyers. To support this, LeTAO introduced ‘ChannelTalk’ to enhance real-time communication with customers. This led to a surge in pre-purchase inquiries, allowing them to promptly incorporate customer feedback to improve their services.
The Impact of Introducing ChannelTalk
After introducing ChannelTalk, LeTAO found that 50% of customer inquiries occur in the pre-purchase stage. This is the result of providing quick and personalized responses through chat. Additionally, exclusive chat services for loyal customers have increased satisfaction, which is then reflected in their online mall and service improvements.
LeTAO’s chat-based purchase conversion rate is about 30%, and it reaches around 50% for loyal customers. The average order value of sales generated through chat is 1.5 times higher, made possible by offering customized proposals tailored to the customer’s situation.
Conclusion: Emotional Connection with Customers is the Key to Success
LeTAO’s success goes beyond mere sales to include an emotional connection with customers. Listening to customers’ voices and providing personalized proposals that meet their needs is the core strategy of LeTAO. Even online, approaching customers through personalized interactions is crucial for securing loyal customers and encouraging repeat purchases.
LeTAO aims to continue strengthening communication with customers and create even more passionate fans through more personalized interactions. Gain new insights for your business from LeTAO’s success secrets. Why not visit LeTAO’s online mall right now?