Foot Locker’s Vice President of Customer Experience (CX) and Connectivity John Wompey delivered a compelling address titled “Coaching Up: The Inspired Leadership Behind Foot Locker’s CX Transformation” at Forrester’s CXNYC 2017, a gathering for customer experience professionals.
Wompey’s remarks, moderated by InMoment VP of Communications Lisa Davis, addressed a common challenge organizations face in delivering a customer experience that both differentiates and produces meaningful value for customers, employees and the business: leadership. Despite having passion and even resources, companies whose leaders lack vision or commitment rarely reap the vast benefits of a well-executed customer experience. Wompey shared a glimpse inside the ongoing transformation of this multibillion-dollar retail giant, from an efficiency-first mindset, to customer obsession – and the essential role leadership is playing at every level of the organization.
Driving this transformation is Foot Locker’s comprehensive customer experience intelligence initiative through which Wompey and the customer experience team identify the elements necessary to create memorable experiences that connect customers to the brand far beyond the purchase. One of the most essential findings has been the role front-line associates play in achieving an authentic connection with customers. According to Wompey, “Empowering teams to deliver a customer experience that drives fierce loyalty takes commitment to authenticity, tenacity and deep customer understanding.”
“Foot Locker is an example of a brand committed to business success through a relentless focus on understanding the needs of their customers,” said InMoment SVP CX Strategy Brennan Wilkie, in a statement. “They then leverage that intelligence to create a comprehensive experience that includes their own digital, mobile and physical spaces, and also extends into communities and customers’ personal lives in ways that are very authentic and relevant. John and the customer experience team are continually striving to do more and better for their customers and associates. This passion and commitment demonstrates a special kind of leadership, and is a major reason Foot Locker continues to enjoy such success.”
Photo courtesy Foot Locker
