The Evolution of Engagement: How Clienteling Enhances Customer Experience

The Evolution of Engagement: How Clienteling Enhances Customer Experience

Clienteling isn’t a new theory. It can be traced back hundreds of years when shopkeepers took detailed records of each customer to provide better service the following visit.  While many of today’s clienteling solutions drive engagements that feel more complex and unnatural, the idea remains—identify your most loyal customers and target your service based on a more complete understanding of their past purchases, preferences, needs, and wants, in a way that is easy and simple for the store associate to execute. Gone are the days of retailers accepting disparate devices, different user interfaces, and technologies.

In the retail technology revolution, empowering store associates with clienteling solutions that provide transparency into customer history allows them to deliver experiences that strengthen the customer’s relationship with your brand. With modular POS technology, the Composable Store facilitates a seamless Associate Experience (AX) to engage with customers in an idealized way.

80% of American consumers say that speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience. 

Everyone wants to feel special and appreciated—especially in this digital age. Online retail has set expectations by offering easy solutions to make consumers feel connected to the brand and to be seen and heard by the retailer. But this intimate, highly relevant form of customer engagement doesn’t have to stop at eCommerce. To compete, brick-and-mortar retail can offer smart, digitally driven clienteling strategies right in-store. Offering better service can help you gain up to a 16% price premium on products and services plus increased loyalty.

Three Types of Clienteling Technology

 1. Relevant Decision Engines

Identify each shopper and recommend products, basket builders, and offers that speak directly to them.

2. Real-Time Inventory Data

Access reliable inventory data—including in-store and online products to offer available recommendations and avoid consumers going elsewhere to purchase.

3. In-Store Beaconing

Engage with consumers pre-, during, and post-journey with targeted push notifications, in-app chat, and targeted text messages.

63% of retailers today are unable to identify their customers prior to checkout and 20% can’t identify them until after checkout or not at all. Jumpmind Commerce offers streamlined, simple-to-implement clienteling solutions to help retailers maximize engagement, satisfaction, loyalty—and ultimately revenue. Schedule a demo.