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Strategies to elevate your clienteling game
The retail landscape is undergoing dynamic changes, creating an environment of uncertainty. We are here to equip your business with valuable tips and tools that can enhance your client relationships, leading to increased revenue and overall success.
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Happy Clients
Happy customers are essential for the success and growth of retail businesses. They contribute to customer loyalty, repeat purchases, positive word-of-mouth, increased customer lifetime value, reduced churn, competitive advantage, brand reputation, and valuable information.
Trust and Loyalty
Clienteling can significantly contribute to trust and loyalty by providing personalized interactions, a consistent shopping experience, proactive outreach, after-sales support, exclusive benefits, and engagement. By implementing clienteling strategies, retailers and store associates can strengthen relationships with their clients, establish trust, and cultivate long-term loyalty.
Positive Reviews
Happy customers who receive personalized attention are more inclined to recommend the store to friends and family, contributing to the store’s reputation and attracting new customers.
Increased Satisfaction
Personalization shows that you understand the client and helps foster trust. Tailored recommendations, personalized offers, and attentive service, will create repeat customers. When you cater to individual preferences, needs, and interests, customers are more likely to have a positive shopping experience with your brand, leading to higher satisfaction levels.
Better Engagement
By understanding their preferences and providing recommendations, you can keep customers engaged, promote upselling and cross-selling opportunities, and ultimately increase sales.
Competitive Advantage
By leveraging customer information and utilizing technology to personalize interactions, retailers can differentiate themselves and stand out from competitors
Tailored Communication
When you cater to individual preferences, needs, and interests, customers are more likely to have a positive experience with your brand, leading to higher satisfaction levels with your customer service and engagement.
Historical Timeline
Clienteling software provides a historical timeline and overview of a client’s past interactions, purchases, preferences, and engagement with the retailer. This historical data helps sales associates gain valuable insights into the client’s behavior, enabling them to understand their preferences, anticipate their needs, and provide more personalized recommendations.
Client Insights
Customer insights offer benefits for clienteling, including personalized experiences, anticipation of customer needs, improved customer retention and loyalty, increased sales conversion, enhanced customer shopping experiences, targeted marketing campaigns, and opportunities for continuous improvement. By leveraging customer insights effectively, retailers can deepen customer relationships, and stay ahead in a competitive market.
01
Stage 1
Awareness
Introduce your client to the wonderful things about why your brand is unique.
02
Stage 2
Connect
Capture client details and connect on SMS, Whatsapp, wechat, social media and phone or video calls
03
Stage 3
Engage
Start to engage with your client to share product information, video links, or other personalized client support services
04
Stage 4
Convert
Stay on top of your client communication to manage sales opportunities, reminders, and tasks.
Proactive selling involves sales associates taking the initiative to engage with customers, anticipate their needs, and provide personalized assistance throughout their shopping journey.
Seize control of your client relationships by empowering your sales team or assigning a dedicated individual to curate, engage, foster loyalty, and drive repeat business. This is the strategy employed by top retailers who prioritize building loyalty and retaining control over the client relationship beyond the initial touchpoint.
The essence of effective clienteling lies in delivering a unified and deeply personalized experience to shoppers both in-store and online. With successful clienteling platforms, sales teams gain effortless access to comprehensive customer insights and information, enabling them to provide unparalleled service.
Clienteling
Clienteling is a more personalized, relationship-oriented approach that aims to provide exceptional service and tailored experiences to individual customers. The goal of clienteling is to provide exceptional service and create long-term loyalty through personalized attention.
CRM
CRM, on the other hand, is a broader strategy and technology-driven approach that focuses on managing customer interactions and data across multiple touchpoints. The focus of CRM is on tracking and organizing customer interactions rather than providing direct, individualized communication
Technology
Technology, though greatly beneficial in many ways, has installed a sense of detachment within sales. The personal touch that clients crave is often replaced with unsentimental and stilted transactions.
The key to evolving away from this trend lies in delivering exceptional service that leaves a lasting impact. In today’s competitive landscape, it’s crucial to go beyond merely selling products and instead focus on building meaningful connections with our clients using a virtual
Personalization
Sales associates who don’t offer personalization in the sales journey risk jeopardizing their client relationships. The rise of ecommerce is augmenting the need for human interaction in the retail process, notably with high end brands that build their image around scarcity and exclusivity. Retailers who accentuate the importance of connections will benefit considerably more than those who focus on transactions.
Tools
Clienteling tools are not just created to sell, but to build relationships between the clients, sales associates and brand. At BSPK, we believe in helping sales associates build longevity with their clients, transforming the retail journey into a conversation that can be enhanced through various features.
Loyal Customers
Effective relationship management is crucial for establishing and sustaining a loyal consumer base while maximizing customer lifetime value.
Increase AOV
The absence of clienteling often results in inadequate customer service, but by leveraging clienteling technology, sales teams can increase average order value (AOV) and build the trust of the client.
Trust
Trust and personalization are the cornerstone of strong client relationships. Brands need to focus on retention and fostering a genuine connection, but many brands continue to allocate their budget towards promotion or ads in order to secure subsequent purchases, and overlook elements that are equally important.
Ultimately, this removes a significant level of interaction between a brand and a client, and triggers a transactional relationship to develop instead of a personalized one.
Client advisor A snapshot
Increase average order value (AOV) and improve sales conversion rate. Data is from 1 advisor of a BSPK enterprise client with 150+ stores
without BSPK
61%
with BSPK
Client advisor B snapshot
Increase average order value (AOV) and improve sales conversion rate. Data is from 1 advisor of a BSPK enterprise client with 10+ stores
without BSPK
55%
with BSPK
“The support we receive from BSPK for our clienteling solution is true luxury. They are incredibly responsive and attentive to our needs.”
Nina Kartveli-Moore
Bonpoint US, Retail Director
“BSPK allowed us to create the best luxury experience for our clients. The revenue was amazing.”
Chris Edwards
Oscar Hunt, Founder & Director
“In my experience in luxury retail, I have never seen a clienteling app that is so easy and useful.”
Doug Renteria
Montblanc, Brand Ambassador
