These are the best customer experiences for sneakerheads

Customer experience

The sneaker industry is big business. So big, in fact, that it’s worth over $50B annually according to a 2016 Business Insider report. Are you not impressed, yet? The same report valued the sneaker resale market at over $1B. That’s right. The global market for shoes that were purchased but not used or worn  is worth over a billion dollars. With athletic shoes driving so much value, it’s no coincidence that brands and retailers alike have been making huge investments in their sale and resale experiences to align with the behaviors of sneakerheads. From mobile-first digital experiences to sleek and modern retail design, sneaker brands and shops recognize the value of customer experience and have committed to making sneaker purchases easy as possible.

With all of the new attention being paid to the sneaker customer experience, we wanted to know which was the best. We talked to a few sneaker enthusiasts about their favorite sneaker experiences to find out which were the best in the market. We ranked the best customer experiences for sneakerheads by the responses we received and a few other factors that are important to them like the likelihood of successfully ordering your shoe of choice, delivery/pick up guarantee, price, ease in completing a purchase and customer service.

So, here are our picks for best customer experiences for sneakerheads.


   GOAT: Buy & Sell Sneakers- screenshot     GOAT: Buy & Sell Sneakers- screenshot     GOAT: Buy & Sell Sneakers- screenshot

“GOAT” conversations are prime for social media banter. You know how it starts. “Lebron James is the greatest basketball player of all time”, says one LBJ zealot. Then, another user replies, “6 rings!”, alluding to the greatness of Michael Jordan. This post may not go viral, but according to our group of sneaker enthusiasts, the GOAT app is the greatest sneaker app of all time, and after using it, it’s not hard to see why their customer experience would be deemed the best in market.

In this hyper marketplace where popular models are never produced to meet the true demand, many hopefuls come up short in their bid to own a pair of the latest releases. That’s a huge reason why the resale market is so valuable, and this is where GOAT inserts its value. Users can find almost any shoe with GOAT boasting over 125,000 authentic kicks for sale. GOAT guarantees authenticity by stepping in as a 3rd-party guarantor before sending kicks to their new homes. Don’t see your shoe of choice for sale? Sign up for alerts when they become available. Users can even use a market trend tool to track price trends that inform pricing for purchases and offers from buyers.

We give GOAT’s customer experience 4 out of 5 stars overall.

Likelihood to successfully order your shoe of choice ⭐️⭐️⭐️⭐️

Delivery or pick up guarantee ⭐️⭐️⭐️⭐️⭐️


Ease in completing a purchase ⭐️⭐️⭐️⭐️

Customer service ⭐️⭐️⭐️⭐️


After competitors like Under Armour and adidas ate up its shares in 2015 and 2016, Nike is making a return to dominance in the athletic apparel space mostly due to product innovation through their growing VaporMax line and popular collaborations with design houses like Off White by Virgil Abloh. Investment firm, Guggenheim Securities, also pointed to growing eCommerce as a key driver for Nike’s defensive stand in the marketplace, supported strongly by their app offerings which include the SNKRS app.

Tailored to align with the needs of sneaker enthusiasts, SNKRS boasts an app design approach made to complement the culture, where the Nike app mostly focuses on the sport aspect, and that’s where its customer experience shines through. SNKRS produces secret and surprise releases for exclusive products, and Nike has also used the platform to host live scavenger hunts and in-store releases. Users can queue themselves for alerts on upcoming releases from the release calendar and complete purchases in just two clicks when signed into their Nike account.

Best of luck for popular product releases, though. If you’re a few seconds too late or lacking connection to the internet, you could miss out on your next favorite pair of kicks, but exclusive releases aside, SNKRS affords a peak customer experience made specially for sneaker lovers. With Nike’s market best customer service supporting it, there’s not much lacking in the SNKRS experience.

We give SNKR’s customer experience 4 out of 5 stars overall.

Likelihood to successfully order your shoe of choice ⭐️⭐️⭐️

Delivery or pick up guarantee ⭐️⭐️⭐️⭐️⭐️

Price ⭐️⭐️⭐️⭐️

Ease in completing a purchase ⭐️⭐️⭐️⭐️

Customer service  ⭐️⭐️⭐️⭐️

Adidas Confirmed

  adidas CONFIRMED - Sneakers- screenshot thumbnail     adidas CONFIRMED - Sneakers- screenshot thumbnail     adidas CONFIRMED - Sneakers- screenshot thumbnail

Yeezy has yet to jump over the Jumpman, but he has jumped over Steph Curry. After sliding to the #3 brand position behind Under Armour in 2014, adidas retook the number two spot behind Nike in late 2016 and has dominated the market since. The Germany based athletic outfitter owes a lot of thanks to Kanye West whose Yeezy products sparked a firestorm of demand for adidas gear that their other product lines have benefited from. Behind the popularity of adidas Boost™ technology and an effective influencer strategy, adidas has pushed out popular product lines like Ultraboost, Harden Vol. 1 with James Harden and Human Race NMD with Pharrell. These partnerships have driven a cult-like frenzy comparable to that of Air Jordan enthusiasts and helped drive their bottom line. Their sales have increased, but adidas recognized that the craze around their products was a risk to their brand as customers often were unable to purchase their sneakers of choice.

As with the release of any exclusive or highly sought after products, customers became increasingly frustrated with the shopping experience, showing up to releases only to find the product they came for had been sold out in minutes. Adidas delivered their CONFIRMED app as an answer to customer frustrations, complementing their retail experience with a digital companion to improve it.

Where Nike’s SNKRS app mainly drives digital behaviors, adidas has bridged the gap between brick & mortar and digital retail. To guarantee purchase, CONFIRMED users must sign up for a reservation notification and successfully reserve a pair of their kicks before making their way to the local adidas store to complete the purchase. For adidas, this means no more crazy crowds during a major release, and for customers, this means a somewhat fair shot at their new favorite pair of sneakers.

Where CONFIRMED excels at complementing the brick & mortar experience, however, it lacks in answering the questions of meeting demand and customer service. Reservations are restricted to up to a 50 mile radius from any adidas retail location where products are made available, and with most of their US locations located in major cities like New York, Los Angeles and Chicago, most sneaker hopefuls are unable to complete a reservation without somehow getting “into the CONFIRMED zone” for releases. In addition geographical hurdles, CONFIRMED does not answer the digital question as customers still have to depend on their website or mediocre adidas app to complete purchases. One visit to this Reddit will tell you everything you need to know about how frustrating it can be attempting to make a digital purchase for a popular product on adidas’ digital properties.

We give adidas CONFIRMED’s customer experience 3 out of 5 stars overall.

Likelihood to successfully order your shoe of choice ⭐️⭐️

Delivery or pick up guarantee ⭐️⭐️⭐️⭐️⭐️

Price ⭐️⭐️⭐️⭐️

Ease in completing a purchase ⭐️⭐️⭐️

Customer service ⭐️⭐️⭐️

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s