Case Study: Under Armour improves customer experience with Reality Based Group's GameFilm solution

Under Armour boosts customer experience by 15% with Reality Based Group

Under Armour faced a challenge in measuring the effectiveness and adoption of new employee training protocols across its stores. Key questions about execution rates, customer experience impact, and correlation to store performance were going unanswered. They partnered with vendor Reality Based Group and utilized their GameFilm® program to address this.

Reality Based Group's solution provided visual insights into employee-customer interactions, allowing Under Armour management to identify specific issues and coach their teams effectively. The results were achieved rapidly, with the overall customer experience score improving by 15% and employee product knowledge increasing by 10.44% within just four months. Reality Based Group empowered Under Armour with a continuous improvement tool based in reality.

Under Armour