Dick’s Sporting Goods has always focused on customer service, product quality, and brand image.
To keep up with the more modern changes in retailing over the last decade, they have also moved to more direct engagement with customers.
Dick’s has placed a focus on customer feedback .
They do it by soliciting feedback through email surveys, phone calls, and tracking data metrics from their stores. The data collected can be used to improve customer service in the store.
They found that customers keep shopping at Dick’s if the store staff helps them find what they need. If the item the customer would like is not in stock, they help find an alternative option.
The data provided by their surveys have given Dick’s insight into exactly what their customers are looking for from the store. The data has also helped them create a more effective email marketing campaign.
Better quality assurance
Customers are also more likely to shop at Dick’s if they can find exactly the item they need. It is necessary when searching for clothing, footwear, and sporting goods.
When they get high-quality items, they are more likely to buy them and come back again. Some customers also refer friends and family to the stores, and that increases sales.
Dick’s ensures that the merchandise they sell is in the best condition. If the items are not in good condition, they will be marked down or not sold at all.
More time with customers
The employees can see who among them are more effective at getting customers out of the store. It allows them to streamline their customer service system.
They also get a better knowledge of their effectiveness in meeting customers’ needs.
Dick’s also uses this data to develop new strategies to increase its customer engagement. They manage to improve their customer experience to meet and exceed expectations thanks to these and other tactics.
A better understanding of trends
With these data insights, Dick’s has been able to see what is popular with their customers.
They have found that not only do customers prefer personalized interaction with the staff members over automated telephone systems but that it can also help them remain competitive in an online-dominated retail market.
Provide convenience for shoppers
Dick’s ability to satisfy customers starts long before they reach the store. It is made possible by the efficient use of technology, which means that online shoppers can expect their purchases delivered faster than ever.
The move towards more direct engagement with customers enables them to service higher levels of customer interaction and provide more effective data analysis of their performance.
Dick’s also places a strong emphasis on giving customers rewards for their loyalty
With almost 4 million customers, there is someone that has had the same experience at the store many times. Persistence in returning means that Dick’s can speak with these customers and give them special recognition for their loyalty.
Like other big-box retailers, Dick’s Sporting Goods has had to deal with the trend of online shopping over the last few years.
The store began to offer online ordering in 2008. In 2012, Dick’s expanded their online offerings further with a new website design and incorporated customer reviews into its product pages.
To conclude, according to Dick’s Sporting Goods Feedback, the key to building customer engagement is employing people to help the customers.