Omnichannel Clienteling: The New Way to "Retail"

Clienteling, the art of tailoring personalized service across online and physical retail stores, has historically posed challenges for many retail businesses.

The primary problem was the lack of comprehensive shopper insights. These retailers struggled to merge and synchronize real-time customer data from their online and offline presence. Imagine thousands of customers among several brick-and-mortar stores and an e-shop. (+app in some cases). A real challenge.

This disparity led to significant difficulties for the sales representatives and the staff in call centers. The main tools they were using, such as point-of-sale (POS) systems and CRM software, operated in isolation, failing to integrate with other data-driven solutions that tracked customer behaviors, preferences, and interactions.

Consequently, these professionals lacked the contextual understanding necessary to engage effectively with customers in-store, over the phone, or via live chats on the company’s website.

However, technology has evolved dramatically in the industry in the last few years, providing retailers with powerful tools. Such tools have ensured a unified customer view for sales associates, showroom representatives, call center agents, and growth-centric teams (e.g., marketing, customer experience) to develop a seamless, omnichannel clienteling strategy.

Key to this transformation is clienteling applications like iPPOS. This software enables retailers to construct a comprehensive, actionable customer profile, empowering sales representatives to enhance the in-store Customer experience significantly.

Retail Excellence Through Unified Customer Insights

When cross-functional teams can work off the same set of unified first-party data that updates in real-time, both traditional and digitally native retail businesses can establish stronger relationships with their customers:

• Customers receive tailor-made services based on their preferences, behaviors, past purchases, loyalty status, and more.
• Retailers enhance customer loyalty and their possibilities to upsell and cross-sell.

Utilizing customer data tools boost Customer experience strategies and enhance the customer relationship with your Brand.

Consider iPPOS: Collects Customer data from every channel, tracking buying behaviors and preferences. That encompasses in-store POS systems, call centers, live chat tools, and specialized clienteling apps used by associates and service representatives.

This first-party data is unified at an individual level and is readily accessible to staff on their iOS devices in varied formats. This accessibility empowers the administration to make informed decisions while enabling sales teams to boost their sales effectively.

• The advanced reporting tool allows executives to resolve complex queries.
• Similarly, sales representatives gain instant access to customer profiles. As a result, they can extract valuable information about the customer, ultimately driving an increase insales.

How retailers use iPPOS to build cohesive clienteling strategies

The tailored-made solutions of iPPOS empower sales representatives to offer individualized attention, steering customers toward products that match their preferences. Thus, by exceeding their customer's expectations, they significantly increase the chances of fostering positive brand sentiment.

• Sales representatives using a single iPad can interact with the customers in-store by providing them with tailored recommendations based on previous purchases. The application enables them to cross-sell and upsell easily, as they can track similar products or add-ons.
• Tracking omnichannel customer interactions has never been easier. The sales team can see visits and purchases from different stores or channels. That offers the possibility for the retailers to create loyalty programs and reward their customers seamlessly.
• iPPOS is utilized by the headquarters as a powerful back-office tool. It enables the executives to gain instant and real-time access to metrics and KPIs.

Embracing 360-degree approach Retailers achieve customer-oriented services and grow their businesses. Exceeding customers' expectations today means delivering messaging and experiences tailored to their unique experiences, interests, and interactions.