Retail Clienteling
Transform Retail Marketing To Create A Personalised In-Store Brand Experience
WHY CHOOSE XGATE RETAIL CLIENTELING?
Retail clienteling has been widely adopted by luxury brands to create a more personalised shopping experience for customers. As companies seek to extend CRM & loyalty from marketing into sales operation, retail clienteling software becomes an essential solution in the digital transformation journey. This is achieved by empowering sales associates with real-time data of customer profile, loyalty data, purchase behaviour, historical transactions, opportunity management, tasks reminders, marketing automations and sales reporting dashboards.
The Evolution Of Retail
Innovation is driving an evolution in shopper behaviour and shopper expectations. This trend along with ecommerce puts pressure on physical retailers to shift their brick and mortar business online. But this doesn't have to be the case. Brands should combine the best features of digital platforms with the benefits of physical retail stores.
Today, many retail businesses are creating a new evolution where they bring together stores, staffs and digital technology (such as social media, clienteling, omnichannel retail etc.) to engage with consumers in a way that will bring a more delightful customer experience.
KEY FEATURES OF CLIENTELING
We design our clienteling features with the focus to enhance sales effectiveness.
- Access to customer profile and transaction history
- Integrated with customer loyalty data (tiers, points & rewards)
- System generates automated tasks based on customer lifecycle
- Set up personal reminders and tasks to serve customer promptly
- Get AI-recommended products to share with members
- Communicate one-to-one with customers using SMS, WhatsApp, WeChat & Call
- View personal dashboard, sales KPI and performance metrics
CONNECT
Sales associates connect with leads and customers via WhatsApp, SMS, WeChat or phone call with the clienteling portal.
ENGAGE
Clienteling portal allows sales to share product information, video links, or offer personalised customer service support.
CONVERT
Sales associates use clientelling to manage sales opportunities, set up personal tasks, reminders and track sales KPIs.
Online-Merge-Offline (OMO) Retail Clienteling Flow
With customer profile, purchase records, CRM & loyalty integrated into our retail clienteling solution, sales associates are well equipped to deliver better service and sales results. Not only can they gain insights using data to target customer for sales opportunities, they can also create a highly personalised shopping experience through their engagement in a single chat environment using different communication channels - SMS, WhatsApp, WeChat or phone call.
Integrated Ecommerce & WeChat Retail Clienteling Solution
We design our WeChat clienteling solution by connecting three mini-programs - clienteling, ecommerce and member centre. This enrich the interactions between sales associates with customers and ensure ecommerce sales can also be attributed to the right sales person who initiated the transaction. More importantly, all the functions of retail clienteling will still operate as usual in the WeChat app. Hence, sales associates can add new contacts, manage opportunities, set reminders and tasks in calendar, share AI-recommended products, communicate with customers using WeChat, SMS, WhatsApp and phone call; and access sales dashboards to keep track of KPI and performances.
Customers using Member Centre (mini-program) can link directly to ecommerce or simply initiate chat with sales associates for enquiries.
XGATE Tips for the Effective Use of Retail Clienteling
Understand your customers
Gain a deep understanding of your customers' preferences, behaviors, and purchase history. Collect data from various touchpoints like in-store interactions, online/offline purchases, product preferences, and social media engagement to feed the data into clienteling.
Personalise the experience
Leverage the data collected to personalise interactions with customers. Integrate AI platform (ie GPT-4) to generate sales opportunities, tailor recommendations, promotions, and communications based on their individual preferences, past purchases, and browsing history.
Train your staff
Provide comprehensive training to retail staff on how to effectively use the clienteling solution. Take away the heavy memory work to record important dates, preferences and customer appointments. They should be able to access customer profiles, understand the data, and use it to enhance customer interactions.
Seamless integration
Ensure that your retail clienteling solution seamlessly integrates with your existing systems, such as the point-of-sale (POS) system, inventory management, loyalty engine, ecommerce platform and customer relationship management (CRM) tools. This integration allows for real-time access to customer data and a holistic view of each member.
Mobile-friendly solution
Provide a mobile-friendly retail clienteling solution that empowers your staff to access customer information, make product recommendations, and process transactions on the go. Mobile devices enable a more personalised and efficient customer experience.
Omnichannel capabilities
Enable your clienteling solution to work across multiple channels, including in-store, online, and mobile. This allows for a consistent and seamless experience as customers transition between different touchpoints.
Customer communication
Utilize the clienteling solution to proactively communicate with customers using the right channels (WeChat, WhatsApp, SMS, Call), for the right message. Send personalised offers, product recommendations, and updates to keep them engaged and informed.
Loyalty program integration
Integrate loyalty solution to your retail clienteling to improve customer relationship. Through your loyalty program, you can provide personalized rewards and incentives to different tiered customers. This helps to build customer loyalty and generate repeat purchases.
Feedback and analytics
Leverage the BI and data analytics capabilities of your retail clienteling solution to track customer engagement, measure the effectiveness of your marketing campaigns, opportunities conversion; and gather customers & sales feedback. Use this information to continuously improve your clienteling capabilities, operational efficiency and business results.
Privacy and data security
Ensure that your clienteling solution complies with data privacy regulations and implements robust security measures to protect customer data. Gain customer trust by being transparent about how their data is used and providing options for opting out of data collection if desired. Collecting first-party data is increasingly more important for retail marketing and clienteling offers the opportunity to do just that.
Remember, a successful retail clienteling strategy is an ongoing process that requires dedication, continuous improvement, and a customer-centric mindset. By consistently providing personalised experiences and exceeding expectations, you can build strong and loyal relationships with your customers.
