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Senior International Marketing and Brand Manger, Goodays
At Goodays’s first SuperLocal'22 customer event, we spoke to Céline Lemaire, Customer Experience Director of Jules. Since the northern French retailer adopted Goodays in May 2020, customer satisfaction and sales have increased. Céline Lemaire also talks about the direct link between NPS and sales that she has been able to measure.
Céline Lemaire: Until 2020, we measured customer experience in the traditional way, i.e. by studies led by the marketing department at the national level. Then we made a switch, giving power to the local level, directly in the shop. The in-store teams chose Goodays as their interface for interacting with and winning back customers, a tool that they widely approve of.
C.L.: Since April 2022, we have decided to adopt the Goodays Highlight solution, a semantic analysis module. By sifting through our three million verbatims, we can determine the feelings behind the words, whether they are positive or negative. The idea is not just to get a good NPS score but to understand precisely why consumers give us these scores. In this way, we can determine which items can be praised on the one hand and those that need to be improved on the other.
Discover more about the Jules and Goodays partnership by accessing the Case Study below.
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