CaseStudy SportsAuthority en US
A Case Study on Review Acceleration
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority
18% increase in open rates
178% increase in monthover-month content submission
13% increase in clickthrough rate
Sports Authority updates its post purchase email and begins soliciting in-store Sports Authority, headquartered in Denver, Colorado, is one of the largest full-line sporting goods retailers with 467 locations across 41 states and Puerto Rico. A PowerReviews client since 2007, they are currently focused on capturing more reviews from more customers.
The Challenge With over 200,000 reviews displayed on their site, Sports Authority wanted to capture even more content. “Over the years, we have realized the importance of reviews on our product detail pages. Any product with
reviews, good or bad, saw a conversion lift. With that in mind, we wanted to generate more reviews for more products,” said Jamie Konegni, Content Manager at Sports Authority.
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority The Solution Sports Authority took two initial steps to capture more content from their customers: 1. Updated the post purchase email 2. Solicited more customers to write reviews This led to the adoption of a new post purchase email template, which makes writing reviews quicker and easier for customers. Sports Authority worked with PowerReviews to simplify and update their email template to become more relationship focused, rather than a standard marketing email. Once they decided on the messaging for the post purchase email, they began soliciting their in-store customers for reviews. With more than 450 stores in the US, Sports Authority saw a renewed opportunity to capture content from their store visitors. They capture emails through their rewards program (The League) and send post purchase emails asking for reviews on items bought by customers in-store.
The Results These updates to Sports Authority’s review solicitation process led to strong increases across the board. Open rates for the post purchase email increased by 18% and the click-through rate increased by 13%. They also saw a 45% increase in their review collection rate solely from updating the email template. Additionally, there was a 178% increase in month-over-month content
submission once they began soliciting their in-store visitors. “It’s been incredible to see the spikes in review content when I log into my dashboard. We’ve made it a goal this year to capture more content, and the adjustments we made with the help of PowerReviews have had an immense impact,” said Konegni.
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority
Why Reviews Engagement Reviews are a driver for conversion, but they also provide other benefits for Sports Authority. “With authentic review content on our site, we have the ability to engage our customer base and help our shoppers make the right purchase and feel confident in their decision to buy.” Reviews also provide an opportunity for Sports Authority to further engage with their community and their shoppers.
(Merchandising), Customer Service, Marketing and eCommerce teams. Individual teams act on the insights they receive from customers—sometimes directly responding to a customer’s review or using insights to start a discussion with vendors or manufacturers about quality.
Working with PowerReviews
Actionable Insights Sports Authority also sees reviews as one of the best ways to obtain real insights from their customers. “Reviews are a great opportunity to hear from our customer base. Whether the feedback is positive or negative, we want to know what they are thinking about our products and use that feedback to take appropriate actions,” said Konegni. The insights Sports Authority receives from customer reviews are shared with several different departments within the organization including Vendor Relationships
“PowerReviews’ responsiveness has been extraordinary. Our Client Success Director is professional, knowledgeable and answers all of my questions in a timely manner. Many of the questions we ask come from our CEO or other leadership, who want timely and detailed answers.” —Jamie Konegni, Content Manager
[email protected] | 844-231-7540 or or 312-447-6100 | www.powerreviews.com [email protected] | 844-231-7540 312-447-6100 | www.powerreviews.com
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority
18% increase in open rates
178% increase in monthover-month content submission
13% increase in clickthrough rate
Sports Authority updates its post purchase email and begins soliciting in-store Sports Authority, headquartered in Denver, Colorado, is one of the largest full-line sporting goods retailers with 467 locations across 41 states and Puerto Rico. A PowerReviews client since 2007, they are currently focused on capturing more reviews from more customers.
The Challenge With over 200,000 reviews displayed on their site, Sports Authority wanted to capture even more content. “Over the years, we have realized the importance of reviews on our product detail pages. Any product with
reviews, good or bad, saw a conversion lift. With that in mind, we wanted to generate more reviews for more products,” said Jamie Konegni, Content Manager at Sports Authority.
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority The Solution Sports Authority took two initial steps to capture more content from their customers: 1. Updated the post purchase email 2. Solicited more customers to write reviews This led to the adoption of a new post purchase email template, which makes writing reviews quicker and easier for customers. Sports Authority worked with PowerReviews to simplify and update their email template to become more relationship focused, rather than a standard marketing email. Once they decided on the messaging for the post purchase email, they began soliciting their in-store customers for reviews. With more than 450 stores in the US, Sports Authority saw a renewed opportunity to capture content from their store visitors. They capture emails through their rewards program (The League) and send post purchase emails asking for reviews on items bought by customers in-store.
The Results These updates to Sports Authority’s review solicitation process led to strong increases across the board. Open rates for the post purchase email increased by 18% and the click-through rate increased by 13%. They also saw a 45% increase in their review collection rate solely from updating the email template. Additionally, there was a 178% increase in month-over-month content
submission once they began soliciting their in-store visitors. “It’s been incredible to see the spikes in review content when I log into my dashboard. We’ve made it a goal this year to capture more content, and the adjustments we made with the help of PowerReviews have had an immense impact,” said Konegni.
[email protected] | 844-231-7540 or 312-447-6100 | www.powerreviews.com
Case Study: Sports Authority
Why Reviews Engagement Reviews are a driver for conversion, but they also provide other benefits for Sports Authority. “With authentic review content on our site, we have the ability to engage our customer base and help our shoppers make the right purchase and feel confident in their decision to buy.” Reviews also provide an opportunity for Sports Authority to further engage with their community and their shoppers.
(Merchandising), Customer Service, Marketing and eCommerce teams. Individual teams act on the insights they receive from customers—sometimes directly responding to a customer’s review or using insights to start a discussion with vendors or manufacturers about quality.
Working with PowerReviews
Actionable Insights Sports Authority also sees reviews as one of the best ways to obtain real insights from their customers. “Reviews are a great opportunity to hear from our customer base. Whether the feedback is positive or negative, we want to know what they are thinking about our products and use that feedback to take appropriate actions,” said Konegni. The insights Sports Authority receives from customer reviews are shared with several different departments within the organization including Vendor Relationships
“PowerReviews’ responsiveness has been extraordinary. Our Client Success Director is professional, knowledgeable and answers all of my questions in a timely manner. Many of the questions we ask come from our CEO or other leadership, who want timely and detailed answers.” —Jamie Konegni, Content Manager
[email protected] | 844-231-7540 or or 312-447-6100 | www.powerreviews.com [email protected] | 844-231-7540 312-447-6100 | www.powerreviews.com
