Neiman Marcus elevates CX with Clienteling app

Regardless of where and how consumers choose to shop, they expect to be met with service that is personalized based on their past interactions and current needs. To be able to deliver on that expectation, retailers are equipping their associates and service reps with dashboards that serve up relevant information like shopper purchase history and preferences, alongside contextual data like current promotions and product details and availability in a single view to tailor their engagement and power-one-to-one communications for every customer, no matter their level of product knowledge. 

Powered by the merchandising-as-a-service platform Stylyze, luxury department store Neiman Marcus is elevating customer relationships through the Connect section of its shopper app. Driving $60 million in sales within the first 90 days of launch, the clienteling app provides store associates with a personalized view of each consumer–from items they are currently interested in to past purchases–allowing for a white glove styling experience both online and in-store. Once customers complete a stylist match exercise, their personal Style Advisor is available to support each customer through the Connect app, providing complimentary styling services across multiple channels, from text or email to video chat or in person. 

“NM Connect has transformed the way sales associates can communicate with their clients. The platform was designed to inspire clients, from offering personalized look books, to completing transactions remotely and instantly,” says Katie Mullen, Chief Digital Officer, Neiman Marcus Group in a Press Release. “With the launch of digital stylists and remote selling capabilities, we are enabling our associates to engage with and support customers anytime, anywhere.”

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