6 Lessons from Running our Way Through New York City

What Running Brands Taught Us About Operations, From Customer Journeys to Inventory Management to Personalized Shopping

We recently traveled to New York City for the NYC Marathon, and couldn’t help but notice how powerhouse running brands use top-notch operations to deliver exceptional customer experiences. These brands are at the forefront of retail innovation and showed us how smart operations–like well-organized inventory, thoughtful store layouts, and a seamless checkout can create shopping experiences that feel effortless and fun. Here are a few tips and strategies that any retailer can use to make their stores run smoother and keep customers coming back.

1. Clear Product Messaging

These stores excelled in communicating product details effectively, with clear signage addressing key aspects such as easy identification of items through product names, transparency in size availability, and purpose-driven descriptions for performance gear. Colors, features, and benefits were displayed in a visually accessible way, while headers, shelf-level information, and strategically placed product tags enhanced convenience and guided customers seamlessly.

2. Smart Space Planning

Space planning is critical in creating a smooth customer journey. From customization stations to product displays, careful layout decisions helped maintain traffic flow and avoided congestion, enhancing the overall experience.

3. The Right Product Mix

We observed how these brands curated their product mix to align with their audience’s needs. The right selection enticed customers to explore and make purchases, ensuring the offerings felt relevant and engaging.

4. Inventory Availability and Replenishment

During the marathon rush, inventory availability was critical. A well- organized coordinated back-of-house (BOH) setup ensured products were quickly restocked.

5. Seamless Checkout and Queue Management

Even with peak traffic, checkout areas were designed to eliminate bottlenecks. Optimized queueing systems kept lines moving efficiently, maintaining customer satisfaction.

6. Trained Associates for Enhanced Experiences

Experiential spaces rely on knowledgeable associates who can guide customers through unique offerings and customization options. In these stores, well-trained staff elevated the experience, ensuring customers felt supported and informed.

Our NYC marathon adventure showed us that strong operations are key to keeping the customer journey on track. From keeping shelves stocked and layouts easy to navigate to ensuring staff are ready to assist, every detail adds up to create a smooth, enjoyable experience. Just like a good run, great retail operations are about finding the right rhythm—keeping things moving efficiently so customers can focus on what matters. It’s a reminder that behind every seamless shopping experience is a well-oiled operational machine working in the background.