How Finish Line Delivers the “Epic Finish”

If you want a pair of killer heels for a big night out, you go to Louboutin. But if you’re looking for cool everyday kicks to wear on the court, on a run, or just hanging out with friends, you can count on Finish Line to deliver the goods.

Finish Line promises its customers the “Epic Finish” in the form of three promises—desirable and high-quality products, a positive experience, and transparency at every step of the way. The company’s SVP of Customer Experience and Innovation Danielle Quatrochi explains the mindset like this: “We have to really think about how to differentiate ourselves in the marketplace because our consumers can choose to buy their shoes anywhere. We want to build an emotional connection with our buyers, and to do that we need to understand what they’re interested in and how they want to shop.”

Essentially, at Finish Line, the customer is at the center of everything, and that customer’s experience is the most important consideration at every point in the journey. And how do they make sure they’re delivering that “Epic Finish” at all times? Here, we highlight a few examples:

Selection.

As it says on the company website, Finish Line is “always dropping the latest in footwear and apparel from premium brands.” And that includes tennies (or sneakers, or trainers, or just plain-ol’ shoes) from Nike, Reebok, Under Armour, and more.

Simplicity.

When Quatrochi started with Finish Line, her ultimate goal was to make order tracking as seamless and easy as possible. By simplifying the way customers can track their shoe orders from warehouse to doorstep, Finish Line inspires trust and loyalty.

Transparency.

DSW provides a transparent experience for customers in a variety of ways, including by surfacing an accurate estimated delivery date (EDD) at checkout and up-to-date tracking information when a package is on its way.

Find out more about how Finish Line delivers the “Epic Finish” throughout its customer journey by reading the full customer story.