Case Study: Foot Locker creates more inclusive, personalized retail experiences with InMoment

Foot Locker boosts OSAT to 84.4% with InMoment

Foot Locker, a global footwear retailer, faced the common challenge of having extensive but fragmented customer data from numerous sources, making it difficult to gain a unified view of their diverse customer base. To address this, they partnered with the vendor InMoment to consolidate all their Voice of Customer programs and operational data into a single platform.

By implementing InMoment's solution, Foot Locker gained actionable intelligence to identify key customer segments and personalize experiences. This led to the creation of culturally relevant Power Stores, pop-up shops, and a more inclusive online presence. As a result, Foot Locker achieved an OSAT score of 84.4%, a six-point increase, and maintained its position as one of Forbes' most engaged companies, demonstrating the significant impact of their partnership with InMoment.

Foot Locker