search

Created in April 2016, the traditional bakery-pastry shop Tartefine quickly found its feet in the residential area of Bonnevoie in Luxembourg City.

Its founder, Anne Le Moigne, after having worked for more than 20 years in the aeronautics sector, had perfectly succeeded in a reconversion prepared with the Chamber of Commerce.

But in 2019, the turnover recorded in the shop suffered a drop of almost 20% compared to the previous year. “After almost four years of activity, the time had come to question ourselves and understand the source of this decline,” explains Ms Le Moigne. “Especially since our observations had led us to note a permanent change/renewal of the clientele, but also a decrease in the frequency of customer visits and a decline in the average basket.”

The priority was clear: we had to find out how to attract, retain and keep customers with a minimal investment, especially in marketing, communication and customer relationship management.

“Tips for growth”

“We couldn’t afford to hire an external consultant ourselves. That’s why the Fit 4 Service programme appeared to be the perfect instrument for us,” explains Ms Le Moigne.

The diagnosis provided by the external consultant enabled us to identify a number of findings and to consider various avenues of reflection. “We also needed advice on how to grow our business,” she says. “For example, we were made aware of the fact that we were more focused on production and our creative capacity, but much less on the desires of the consumer and his habits”.

While the first projects were ready to be implemented (redesign of the shop window, redefinition of the product menu, etc.), the Covid crisis arose and forced the closure of part of Tartefine’s activity: its tea room. As a result, the priority of projects had to be reviewed and the e-commerce aspect developed as a priority.

“We strengthened our digital presence and invested in digital tools for order taking. This has enabled us not only to reach consumers outside our geographical area, but also to strengthen our B-to-B resale activity.”

All of this was supported by a well-dosed marketing campaign, which also enabled us to reach customers who were just a few streets away, but who did not necessarily know the brand.

Increase in turnover

“Thanks to this customer service improvement programme, Tartefine has not only increased its customer loyalty, but has also been able to adapt to the Covid crisis by digitalising part of its business model, while gaining new customers,” notes Lionel Cammarata, in charge of the Fit 4 Service programme at Luxinnovation.

The result is indeed there: at the end of 2020, Tartefine’s turnover has returned to the level of 2018, despite the particularly restrictive health context.

 

 

 

 

Read more

Participate to the 2022 Foreign Trade Agenda survey

16-06-2021

The International Affairs' team of the Luxembourg Chamber of Commerce is conducting a survey in order to define its strategy and annual programme. All companies are welcomed!
Read more

Matchmaking events for Horizon Europe

14-06-2021

Several matchmaking events are organised around the different thematics of Horizon Europe. A matchmaking event allows participants to find like-minded participants to discuss potential collaboration and future opportunities. They are a great way to find partners for Horizon Europe projects.
Read more

Leading automotive equipment supplier invests in Motion-S

09-06-2021

Luxembourg mobility data analytics company Motion-S has recently announced a partnership with Group a, a prime automotive equipment supplier and investor in Latin America. The investment will allow Motion-S to expand its product portfolio and strengthen its position on the automotive market.
Read more

Luxembourg inaugurates its high performance computer

07-06-2021

Luxembourg’s new high performance computer MeluXina was inaugurated on 7 June 2021. Ranked among the top 30 supercomputers in the world, MeluXina has been designed to meet business needs and is available for use by start-ups and SMEs as well as large international groups.
Read more

Enhanced collaboration between Luxinnovation and LuxDev

04-06-2021

In the context of the Business Partnership Facility, implemented by LuxDev, Luxinnovation is now more involved in the follow-up of company applications.
Read more

All news

Close