Jules uses Goodays to make CX and NPS their strategic focus

The company

Jules is a French success story. From its creation in 1994 as Camaieu Homme to its merger with Brice, the brand has managed to transform itself. It retains the desire to turn the purchase of men’s clothing from a compulsory need into a fun and engaging experience while keeping the same manufacturing processes, the same know-how, and the ambition to offer fashion that makes sense and goes in the right direction.

Today, Jules has a network of 563 stores and builds its success on its ability to deliver the most sustainable and remarkable customer experience.

The challenges

For Jules, the importance of a local response to customers is paramount because it offers a unique opportunity to act precisely from the experience itself. Before turning to Goodays, Jules had a global customer satisfaction measurement tool that didn’t give it a view of the different buying paths, nor did it empower the in-store teams to take responsibility for customer relations.

To take this customer-obsessed approach a step further, the ready-to-wear brand wanted to demonstrate the ROI of customer satisfaction. Since customer experience is a strategic pillar, it was necessary to be able to demonstrate the value of this investment and also to make budgetary projections in this area.

The Results

Strong commitment from sales consultants

The teams adopted the tool very quickly, and today about three people per store are connected to the platform: the manager and two store associates
who can also be called upon to respond to customer reviews.

Driving additional revenue:

Jules Discovered the link between NPS and ROI, with a one-point increase in NPS, resulting in an increase of €0.15 per customer.

Download the full Jules Case study below: