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Cabela’s improves front-line customer strategy


Cabela’s is known for transforming mere customers into raving fans. To elevate these efforts, a new optimization solution will help associates further improve in-store customer engagement efforts, from both tactical and strategic levels.

The outdoor recreation chain has built its reputation on its ability to build high-value customer relationships through a comprehensive and immediate understanding of its shoppers’ needs. The key to ensuring this valuable service continues is to cultivate the knowledge and sales execution of customer-facing associates.

“As we continue to grow, it becomes even more important to understand if we are delivering on our promise of superior customer service in each and every customer interaction,” said Jocelyn Wieser, senior retail business analyst, Cabela’s. “The most important element of that experience has always been the one-on-one expertise and attention our front-line employees provide to our customers.”

To ensure their knowledge and interactions keep customers returning, Cabela’s is adding customer experience optimization platform from InMoment. Overall, the solution leverages customer stories to support better business decisions, and create more meaningful relationships with their customers.

From a tactical level, the solution will deliver information needed to address and close the loop on immediate customer engagement concerns; provide individual and team coaching; and reveal emerging and historical trends. This tool also supports Cabela’s upcoming omnichannel customer listening strategy that includes feedback via video and traditional channels. From a strategic level, the solution provides strategic tools and intelligence to the chain’s insights and executive teams, providing them with a holistic view of all areas of their business through the lens of customer data.

“Overall, the solution will allow us to fully empower our employees to improve their interactions with customers, while giving our executive team the strategic insights needed to successfully steer our business,” Wieser added.

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