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.
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:
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 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.
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.