Fleet Feet consistently provides a Great Customer Experience

February 18, 2013 — 3 Comments

Fleet Feet is a retailer that I visit three of four times a year. Today I bought my daughter a pair of Asics for the upcoming outdoor track season. The store always seems busy, but every time we shop there, we have an excellent customer experience. The knowledgeable sales associates take the time to understand each runners or walkers unique needs. They work with you in a one on one session to evaluate your stride and running style to help you select a shoe that offers the best fit and function. They ask questions, listen well, establish trust and make recommendations based on their product knowledge and experience.  A visit to a Fleet Feet store is always a positive experience. I wish that more retailers focused on customer experience rather than trying to sell me something I don’t need.

fleet feet

A positive customer experience creates a strong emotional connection with your customer. Customer Experience is how a buyer emotionally perceives their interactions with your organization. A positive customer experience creates a much stronger emotional connection than traditional advertising messages. A positive experience builds loyalty.

Too often marketers jump to the conclusion that messaging and features and benefits will create a positive experience. Then there’s the belief that a bad customer experience can be “fixed” with the right messaging and big ads or promos.

Fleet Feet is much more than a place to purchase running shoes and gear. Fleet Feet provides a source of knowledge and inspiration for veteran and new runners. They offers educational resources, training opportunities and running camps to assist you in achieving your running goals.

Fleet Feet began as a single store in Sacramento California in 1976. In 1980, the business partners responded to interest in the success of the stores by offering franchises. Each store is locally owned an operated. Fleet Feet is committed to building a local running and walking community. Our store in Albany, New York is well-connected to the local running community.

Have you shopped at a Fleet Feet store and how was your experience?

 
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3 responses to Fleet Feet consistently provides a Great Customer Experience

  1. 
    Lynette Alderisio February 18, 2013 at 9:16 am

    Mark, you are spot on with Fleet Feet! We too have always had a wonderful experience shopping there. They always have more than enough staff so your experience is not rushed. I went in there to get shoes after being poorly fit somewhere else and was experiencing shin splints, they listened and provided me with a great fitting shoe!!

  2. 

    Hi Mark, I haven’t visited a Fleet Feet store (I don’t think we have them around here) but a store with a similar take. They sell running gear and employ only experienced runners in their store ready to give advice about all aspects of running. They have a physiotherapist come in every two weeks to answer medical questions from runners. Once you get used to their level of service you don’t want to go back!

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