TECHNOLOGY

CSA Exclusive: Hibbett Sports gains competitive edge by engaging employees

BY Dan Berthiaume

Specialty athletic apparel retailer leverages business intelligence to improve frontline customer service.

Operating 1,100 stores across 35 states, Birmingham, Alabama-based Hibbett Sports identified better employee engagement as the key to facilitating better customer interactions and attracting top-level retail employees. The retailer is deploying software from knowledge supply chain platform Myagi to provide better training, communication, and product knowledge access to thousands of their retail employees.

With this technology, Hibbett Sports intends to be able to collaborate with vendors who have products on its store shelves, like New Balance and Adidas, to communicate with and educate their retail employees. In addition, utilizing Myagi’s real-time analytics, the retailer will have insight into when individual employees have access to specific data.

As a result, Hibbett Sports hopes to have a “leg up” in its mission to improve the experience customers receive from the moment they arrive at a store to the moment they buy.

“In our research, we saw the necessity to give Hibbett employees better tools to improve the employee experience in their training and therefore, the customer experience,” said Bill Woodall, director of retail experience and customer experience at Hibbett Sports. Over the years, I’ve gotten to see a lot of different resources and solutions. With Myagi, it was a perfect combination of timing and resources. We also saw that, by picking Myagi, we’d be able to have a group of people who are behind the scenes who are passionate about retail.”

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