Press Release

Global Retailer, Foot Locker Uses Customer Feedback to Personalise Product Offerings for Cross-Sell and Upsell Opportunities

– Foot Locker partners with InMoment to identify areas to personalise and recommend product offerings to customers to enhance the experience and drive growth and loyalty.

LONDON (27th July 2021)—InMoment®, the leading provider of Experience Improvement (XI)™ solutions, is the selected CX partner for global retailer, Foot Locker, to create seamless, memorable experiences in which customers can easily interact with the brand.

Foot Locker attributes their continued growth to having the customer at the centre of everything they do. The brand’s partnership with InMoment allows Foot Locker to have a comprehensive understanding of their customers through a multitude of different customer listening approaches including rich text feedback, image, voice and video, which are collated through various channels including surveys, social channels, website and the Foot Locker app. 

“Always trying to find ways to go beyond the score and add a face or a different layer of emotion to the data is extremely important to us in improving the experience management for our company,” says Tyler Saxey, Director of Customer Experience at Foot Locker.

Having the ability to tune in wherever, whenever and however means Foot Locker is able to provide more relevant and personalised interactions for customers—and make specific product recommendations that increase cross-sell and upsell opportunities.

By specifying different categories of customers, Foot Locker has been able to design personalised and inclusive experiences in-store, online, and during the feedback process. 

As a result Foot Locker’s YOY Revenue showed:

  • $87M increase in ecommerce revenue*
  • 8.5% increase in ecommerce net sales*
  • 110 basis points increase of ecomm as a percent of total sales

Read the full story here
Watch the video here

About InMoment
Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com

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CONTACT: Rebecca Sanghera, InMoment, rsanghera@inmoment.com


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