The Evolution of Clienteling in Retail POS
For individuals outside the world of retail, the term 'clienteling' may remain unfamiliar. However, within the retail industry, it is steadily gaining recognition and becoming a popular solution. Clienteling serves as a powerful in-store tool for retailers, enabling them to differentiate themselves and cultivate trust with their clientele.
Both current and future generations of retailers must realize the significance of customer bonding and recognize how technology can foster deeper relationships with their customer base.
Clienteling is the art of building personal relationships with your customers, understanding their needs and providing them with tailor-made recommendations.
In an era marked by the surging popularity of online shopping, clienteling emerges as a strategy to differentiate your retail business, attract new customers, and retain the existing ones.
As life returns to normal, after the COVID-19 pandemic, an increasing number of retail stores are facing difficulties to adapt their approach and bring the online shoppers back to the physical stores.
In essence, clienteling refers to the utilization of software and other in-store operations made by sales representatives, designed to personalize the shopping experience, ultimately elevating customer satisfaction.
Tools like clienteling draw upon valuable customer data, encompassing purchase history, personal details, and preferences, to achieve an increase in the lifetime value of the customer.
What are the Benefits of Clienteling?
Clienteling represents a retail strategy whose main goal is to establish a personalized connection between a store and its customers. This connection is rooted in delivering special treatment and service to every single shopper.
While much of the world has shifted towards digital commerce, the undeniable reality in 2023 is that a substantial portion of consumers still relishes the practice of exploring products online and then going to a physical store for their final purchase.
Extensive research conducted over the past several years consistently reaffirms this phenomenon. These studies consistently highlight that consumers may indeed engage in online product exploration, but a significant demographic continues to favor in-store shopping. The ability to see and experience products firsthand before making their purchase, whether online or offline, remains a compelling factor.
How Clienteling can Improve the Shopping Experience?
Clienteling can be very beneficial. It can literally transform the in-store experience and increase sales and loyalty by fostering deeper relationships between sales associates and customers.
Let's see how:
- Improved In-Store Shopping Experience
Clienteling has the capacity to enhance the shopping experience by tailoring it to meet each customer's individual needs. This approach guarantees a top-tier in-store service, empowering store associates to cultivate robust relationships with new customers and foster loyalty. - Increased Loyalty and Sales
The abundance of customer data that clienteling provides to store associates empowers them to establish trust and robust relationships. Associates can instantly access a customer's past purchases and interactions with the brand, allowing them to recommend the perfect products for each customer and consequently boost sales. - As a factor of difference
Clienteling stands as a contemporary tool that paves the way for the future of retail and sets your brand apart from the competition. It not only enhances customer satisfaction but also boosts employee motivation by simplifying and their tasks. - Encouraging Customer Engagement
When customers sense a strong connection with the store, they tend to shop more often and make larger purchases. Additionally, it often leads to enhanced customer service skills among store associates, as they become adept at customer needs and promptly resolving any issues. - Cultivating Trust
When customers trust the store's commitment to quality products and services, they are inclined to spread positive reviews among friends and family. This trust, in a reciprocal manner, nurtures customer loyalty and drives repeat business.
How to Make the Most of Clienteling In Retail
Clienteling is a customer service approach aiming to nurture individual customer relationships.
Utilizing customer-related data can enhance your marketing and merchandising endeavors. If you haven't already incorporated clienteling into your business, now is the time to begin!
Here are some clienteling tips to initiate the process:
- Maintain a record of your customers' names, addresses, and phone numbers.
- Solicit feedback from your customers.
- Establish regular communication with your customers to keep them informed about the latest developments in your business.
- Extend complimentary gifts or discounts to your most devoted customers.
- Cultivate personal connections with your customers.
For most businesses, their Point of Sale (POS) data analysis systems contain a wealth of such information. Storing this data is not enough; you must analyze it to engage effectively with your customers.
What Defines Clienteling Tools?
Achieving clienteling objectives can be facilitated through an array of tools and software, encompassing personalized service, targeted marketing, and customized shopping experiences.
Personalized Service: Clienteling is effectively accomplished by dedicated employees who provide personalized assistance, including warm greetings, fostering ongoing relationships, and delivering valuable information to customers.
Targeted Marketing: Targeted marketing strategies are harnessed to connect with customers exhibiting a probable interest in specific products or services. This entails leveraging customer data to precisely aim advertisements, extending exclusive offers to customers who have shown interest, and organizing events tailored to distinct customer segments.
Customized Shopping Experiences: Tailored shopping experiences are meticulously designed to heighten customer enjoyment. This encompasses offering valuable tips, suggesting products aligning with customer preferences, and assisting in finding the right size and color of desired items.
Technology Utilization: The landscape of clienteling is continually advancing with the help of innovative software. This progress makes clienteling more accessible, cost-effective, and efficient. Enhanced clienteling capabilities empower retail store associates, managers, and marketers to personalize the customer journey according to individual needs. Mobile solutions grant instant access to customer, product, and inventory information, fostering improved collaboration, customer insight, product understanding, and transaction capabilities. This, in turn, leads to enhanced assisted sales and a more satisfying in-store experience.