Excellence Unveiled: Customer Service Excellence and Building a Brand Community with Positive Retail
In episodes one and two of the Excellence Unveiled series, we delve into the extraordinary stories of two businesses that have not only excelled in customer service but have also successfully built thriving communities around their brands. Episode one takes us through the exceptional customer service provided by Base2Race, Ireland's premier Triathlon Store, while Episode two unfolds the community-building journey at 53 Degrees North, a brand dedicated to inspiring outdoor enthusiasts.
Episode One: Excelling at Customer Service with Base2Race this Christmas.
Established in 2010 by a team of dedicated athletes, Base2Race has become the go-to triathlon store in Ireland. With a remarkable 4.7 Google rating based on 230 customer reviews, the store has earned praise not only for its high-quality products but also for its unparalleled customer service.
In addition to its commitment to service, Base2Race has introduced exclusive brands like Argon 18 and JAKKA to Irish shores, solidifying its position as an industry innovator.
“I think what sets us apart is our knowledge of all the various sports that we cater for. Everybody in the shop is involved in some way in the activities” -Paul O Connor, Director, Base2Race.
The team at Base2Race, comprised of knowledgeable advisers who are athletes themselves, ensures a personalised shopping experience, from bike servicing to gait analysis for runners. Many of their clients are return visitors often bringing referrals and spreading the word.
“Many many of our customers, who walk through this door for the first time have been recommended by our existing clients. Which is exactly the way we want to run our business” -Paul O Connor, Director, Base2Race
Base2Race is an Irish-owned triathlon hub. To experience the excellence firsthand, we encourage you to explore the Base2Race website or visit the store in Ballymount, Dublin.
Episode Two: Building a Thriving Brand Community at 53 Degrees North
In Episode Two, we immerse ourselves in the world of 53 Degrees North, a brand on a mission to inspire and empower individuals to embrace nature and the great outdoors. The brand believes in the transformative power of nature and is dedicated to making outdoor exploration accessible to everyone.
“I think it's important in this day and age, to separate retail stores from online and one way of doing it is with The Adventure Club” – Martin Blacker, General Manager, 53 Degrees North
At the core of 53 Degrees North's success is its meticulously curated selection of products and its commitment to exceptional customer service. The brand aims to be the ultimate destination for all outdoor needs, offering customers not just products but an entire experience.
Central to 53 Degrees North's strategy is The Adventure Club, a thriving brand community. By fostering a sense of connection and shared passion for outdoor adventures, the brand goes beyond traditional retail, aspiring to be a lifestyle destination where customers find not only the gear, they need but also a community that shares their enthusiasm.
“The benefit is, that you're meeting your customers outside retail, you're not transactional with them. It's a great way to interact with your customers which builds trust and loyalty.” – Martin Blacker, General Manager, 53 Degrees North
The adventure club is free, a nominal charity donation may apply to some events. If you would like to get involved in The Adventure Club visit www.53degreesnorth.ie and sign up for their newsletter. Alternatively, follow them on Facebook or Instagram (@53degreesnorth) for updates.
As we continue our journey through the Excellence Unveiled series, the stories of Base2Race and 53 Degrees North serve as inspiring examples of excellence in customer service and intentional community building in retail. Stay tuned for more stories of excellence as we unfold the tales within the Excellence Unveiled series.
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