Recreational Equipment Incorporated (REI)
As a leader in retail, Recreational Equipment Incorporated (REI) maintains a small store feel with an experienced staff that provides excellent customer service. Founded in 1938 as an outdoor equipment shop, REI has grown to over 10,000 employees with revenues of $38 billion. Originally an equipment shops for experienced climbers, REI now markets to less experienced customers in the family camping segment. Despite its continued innovation and growth, REI is consistently ranked as a top company to work for.
Analysis To provide excellent customer service, REI hires and trains employees to be experienced with whatever they sell. To create the best employees, REI believes that experienced employees are best qualified to recommend products to customers, and they create the best employees by hiring the most loyal customers. To maintain a positive culture, employees receive excellent benefits, are encouraged to share their thoughts, and participate in debates, and REI chooses to close their stores on Black Friday.
Case Questions 1. Why does REI need employees who are experienced with their equipment just to
sell products?
1. Why doesn’t REI take part in Black Friday even though it is many stores’ most successful day?
Sample Solution
REI (Recreational Equipment Inc.) needs employees who are experienced with their equipment in order to provide customers with the best possible service when selling products. Customers come to REI looking for more than just a product; they are seeking advice and information regarding the items they plan on purchasing. In this way, having knowledgeable staff is essential for creating a positive customer experience which helps build long term loyalty and trust between retail outlets and consumers.
For example, an experienced employee could explain how certain pieces of equipment work in detail or offer guidance on how to repair them should anything go wrong after purchase. This level of expertise provides added assurance that customers are receiving top-notch service while also helping boost customer satisfaction as it can make all the difference in making an informed decision during shopping process (Liu et al., 2019). Additionally, such employees also serve as ambassadors who can help attract new potential shoppers by showcasing REI’s commitment towards providing quality customer service thus setting itself apart from competitors.
More broadly though these knowledgeable staff members can play an important role in promoting outdoor activities which aligns closely with company’s mission statement -to inspire people to be active outdoors-; this creates opportunities not only for individuals but entire communities to access essential resources needed for participating sports or recreational activities safely . Ultimately given all these benefits it is easy to see why REI requires specialized personnel when selling products: Not only does it improve customer experiences but also contributes towards overall well being of society.
Recreational Equipment Incorporated (REI) is an American retail co-op, founded in 1938. It specializes in the sale of outdoor recreation apparel, equipment and services for activities such as camping, cycling, climbing, skiing and snowboarding. REI has more than 150 stores across the United States and also operates an online store with a wide selection of products.
REI is a company that stands out from other retailers due to its commitment to sustainability and corporate social responsibility. It is committed to reducing its environmental impact by committing 80% of all energy consumed at stores being renewable by 2030 as part of their Climate Change Action plan. The company also strives to promote diversity and inclusion within the outdoors community through various initiatives such as promoting accessibility at national parks or offering free lessons and clinics on outdoor activities.
Overall, Recreational Equipment Incorporated (REI) is a company that values not only its customers but also our planet. Its dedication to sustainability makes it an example for other companies looking to do business responsibly while still providing high quality products for people who love exploring the outdoors