Meet us at NRF 2023! Book a meeting with our team

Three things to consider before implementing a clienteling solution

Share this post

Challenges can often be met and resolved through the use of technology. And we know that clienteling applications have been proven to improve customer engagement and drive incremental sales. By adding products to outreach messages, one of our luxury retail partners increased its clienteling conversion rate by 54% in six months. Another luxury retailer generated 30% higher AOV on Tulip-influenced orders over other store orders within six months. But before you go down the path implementing a clienteling solution, there are three things you should consider.

  1. Clarify your objectives and KPIs

It’s important to have a clear idea of the problems you’re trying to solve and the objectives you hope to achieve by clienteling. Start by answering these questions:

  • What kind of store experience do you want to provide?
  • How do you want the clienteling app to interact with your digital channels?
  • What impact do you expect clienteling to have on your customers?

It’s also important to determine what KPIs you’ll use to measure the success of your clienteling implementation. If you’ve chosen to work with a software development company with in-house retail experience, they’ll be able to assist you with this process.

  1. Assess the potential ROI

As with any technology implementation, it’s important to understand how a clienteling app will integrate into your existing store operations and how it might help you achieve a healthy return on investment (ROI). This is another instance where partnering with ex-retailers can make a significant difference. An application development company that employs or consults with former retail managers and decision-makers will be invaluable. They’ll be able to  understand your processes and pain points, and they’ll be able to communicate them to the engineering and development teams responsible for integrating your clienteling solution. They’ll also be able to help identify new clienteling-related opportunities that will help drive your KPIs.

  1. Set your store associates up for success

Your store associates will be key success factors following the implementation process. In fact, they’ll be your best assets when it comes to utilizing a clienteling solution-they’ll be the ones using it to provide customers with exceptional shopping experiences.

Change management can’t be an afterthought. Communicate your new clienteling strategy and prepare store associates for change. Think through training well in advance of launch so they’re comfortable with the technology and new strategies for serving customers. By ensuring your associates are informed and ready for change, you’ll be helping to maximize app adoption and usage, and the impact that clienteling will have on your sales and business performance.

Get the latest from Tulip

Sign up with your email address to receive the latest news from Tulip straight to your inbox

Resources

Hear from the experts

The Store of the Future is now. We’ve curated some of the best resources that dive deeper into why hyper-personalization is the future of retail.

Blog

The 6 hidden costs of your legacy POS

The huge cost consumer is in need of some serious optimization POS systems are at the heart of store operations. …

Read More
Customer and associate using digital transformation
Blog

How digital transformation will improve your customer experience

Learn how new technology isn’t just helping retailers deliver a better customer experience, it’s also helping them support and retain their staff.

Read More
RETAIL MASTERCLASS

The evolution of luxury retail with Kevin Van Leeuwen, AMIRI’s Director of Stores