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.
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?