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Case Study

Video feedback advances DICK'S Sporting Goods' customer-centric culture

Put a face to feedback + humanize the customer experience

DICK’S Sporting Goods understands the key to a revenue-generating experience management program is more than reporting data. It’s in strengthening the human connection between employees + customers. By adding video feedback, the brand was able to do just that—bringing customer experiences to life and inspiring the kind of stakeholder empathy that produced real change.
Download the case study to learn how DICK’S Sporting Goods:
  • Implemented video feedback for 96 stores in just 3 months, receiving hundreds of responses
  • Shared video reels with employees, allowing them to get feedback directly from the customer
  • Empowered employees to drive real change, leading to increased key driver + loyalty scores