Topic(s): The Platform Hello Customer Customer Experience CX & Business Strategy
Becoming the preferred supplier in a competitive market


sophie lambrechts luminus hello customer case
The flexibility of the tool allows us to measure along different points of the customer journey. This way we can quickly detect what is going on with our customers and we can take action.
Sophie Lambrechts
Manager Customer Experience

What you'll get from their story

✔️ How feedback helps Luminus understand their competitive advantage in a highly price-related and competitive market. This has a positive effect on customer acquisition and helps them retain existing customers better.

✔️ How they obtain a 360° view of the customer along their journey using the Hello Customer platform, so they can offer great customer experience at each point of contact.

✔️ Why it is important to capture the right feedback, backed by strong text analytics, if you want to take action on customer feedback.


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EDF Electricité De France; mother company
1.8 mio domestic & professional customers
15-30% Response rate to open feedback
20% Market share in Belgium