“Narvar helps make purchases easier for our consumers. It helps us be more transparent and lets our customers really get to know and trust us. And that keeps them coming back.”
Finish Line’s customers love the brand because it’s authentic, transparent, innovative, and relevant. When Quatrochi first started out with the company, she wanted to extend that positive reputation beyond the buy button: “Once we looked under the hood, we saw that over 50% of customer care interactions were from buyers who didn’t know where their order was. We knew we needed to improve to better meet customer expectations and we saw this as an opportunity to improve their overall journey.”
Quatrochi’s ultimate goal was to help the brand take the post-purchase experience into their own hands, and make order tracking as seamless and easy as possible. By improving the way customers could track their shoe orders from warehouse to doorstep, the Finish Line brand could inspire more trust and enjoy more repeat purchases.
Quatrochi wanted to partner with Narvar because she knew that Narvar Track could provide a more transparent experience for Finish Line’s customers with its accurate estimated delivery date (EDD) and up-to-date tracking information. And it didn’t take long to win over the rest of the Finish Line team once she articulated how it was all for the sake of the customer: “Once everyone understood how this would impact the customer, we aligned pretty quickly on priorities and resources. Our focus at Finish Line is finding opportunities to surprise and delight so that we can build emotional connections with our customers. Narvar’s tracking technology proved its potential to support that connection.”
Our focus at Finish Line is finding opportunities to surprise and delight so that we can build emotional connections with our customers.
SVP of Customer Experience and Innovation at Finish Line
After implementing Narvar Track to help customers stay updated throughout the post-purchase journey, the team quickly began to see tangible results. Within just the first six months after implementation, the Finish Line team saw:
But for Finish Line, the benefits go well beyond the stats: “Narvar helps make purchases easier for our consumers,” says Quatrochi. “It helps us be more transparent and lets our customers really get to know and trust us. And that keeps them coming back.”
The Finish Line, Inc. is a premium retailer that carries the latest and greatest shoes, apparel, and accessories. Headquartered in Indianapolis, Finish Line runs approximately 950 branded locations in U.S. malls, and shops inside Macy’s department stores. Finish Line employs more than 14,000 associates who connect customers to sneaker culture through style and sport. Indianapolis, Indiana
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