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

Step into Their Shoes Designing Inclusive, Personalized Experiences with Foot Locker

Foot Locker, a global footwear retailer with thousands of stores across 27 countries, faced a retail shakeup and an overload of customer data from disparate sources. The company needed to better understand and personalize experiences for a wide range of customers—including sneakerheads, seasonal shoppers, and the often-overlooked “other” group (elderly customers, guests with disabilities, non-sneakerheads)—to keep brick-and-mortar stores relevant and inclusive.

Partnering with InMoment, Foot Locker consolidated Voice of Customer and operational data into a single platform, identified key customer segments, and designed targeted initiatives like Power Stores, pop-up “nomadic” retail, inclusive online content, and Nike partnership activations. Using video and image feedback for faster issue resolution and richer insights, the retailer reduced listening costs, improved customer experience, and saw measurable gains—OSAT rose six points to 84.4% and Foot Locker ranked No. 4 on Forbes’ Most Engaged Companies list.

Foot Locker

Frank Bracken

Executive