Case Study: Godiva achieves 19% higher contact-center conversions and 5% AOV lift with Radial's LAMA sales training

Godiva - Customer Case Study

Godiva Chocolatier, the global leader in premium chocolates, wanted to boost contact-center sales conversion and average order value (AOV). They partnered with Radial to create a repeatable process and train agents to turn every customer call into a sales opportunity.

Radial piloted a 20‑agent program using the LAMA (Listen, Acknowledge, Make a Statement, Ask a Question) sales technique plus soft‑skills coaching from McKee Consulting and supervisor training in a "Positive Coach Approach." After rollout and integration of LAMA into Radial’s Learning Management System, conversion rates rose 19% (exceeding Godiva’s goal), AOV grew 5% year‑over‑year during the holiday season, and agent morale improved.

GODIVA