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Clienteling Strategies to Drive Retail Sales

This shopper education & assistance guide is a clienteling strategy report for brands and retailers to help them grow sales and provide a personalized experience through the use of intuitive, artificially-intelligent, digital marketing tools.

Executive Summary

Over the past few years, the expectations of modern shoppers have evolved just as rapidly, if not more so, than the retail landscape itself. In order to transact and win loyalty from this new wave of consumers, potentially wary of swapping the convenience and personalized clienteling of online commerce for an in-store shopping experience, retailers are combining best-in-class digital personalization tools with holistic, cross-channel clienteling services to better elevate the customer experience across key pre-and-post-purchase touchpoints.

Report Overview

Within this clienteling strategy report, PSFK iQ researchers explore the ways top retailers and brands are super-charging their clienteling engagements through cross-channel tools that drive enhanced CX and develop meaningful relationships with high-value customers. Within the trends and supporting examples, discover the retail technology, personalized customer service solutions, and key clienteling strategies catering to the elevated consumer needs and expectations of key customer segments today.

What You’ll Learn In This Report About Intelligent Clienteling Strategies

  • How leading retailers are engaging their shoppers with 1:1 education and support around purchase decisions, drawing from successful ecommerce customer profile learnings to leverage data-backed insights on customer preferences and behavior patterns
  • How retailers and consumer goods companies are tapping innovative platforms and tools like AI, app, chat, video, and more to deliver high-touch, personalized shopping experiences across sales channels
  • Through accurate and scalable in-the-moment support, how companies are finding they can generate not only greater value, but also customer satisfaction, confidence and loyalty
  • How to meet shopper expectations with omnichannel support solutions, intelligent curation, frontline expertise, cross-platform membership offerings, and how more tailored offerings will be an increasingly important driver of retail success going forward
  • The impact of smart customer connections on shopper education & assistance

What’s In This Report?

Within this clienteling strategy report, PSFK iQ researchers present the ways top retailers and brands can super-charge their clienteling engagements through cross-channel tools that drive enhanced CX and develop meaningful relationships with high-value customers.

This clienteling strategy report provides:

  • 5 clienteling strategies to deliver superior customer experiences
  • 15 best-in-class examples of how brands and retailers are leveraging intuitive and intelligent clienteling to align with the desires and expectations of their consumers
  • Case studies include Fender, Lowes, Macy’s, Amazon and more
  • Market statistics and consumer insights into changing behaviors and expectations of the consumer mindset around virtual selling and service

Who Prepared This Clienteling Strategy Report?

This research paper was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen

Key Topics

Elevated Product Experience

Brands are tapping into consumers’ penchant for lifelong learning by layering educational services into their products and offerings. From creating lessons for skills development to providing suggestions on how to repurpose and repair products – brands are maximizing the ownership experience and post-purchase value while strengthening customer loyalty and relationships. 

Omnichannel Support

Spanning stores, websites, apps, social media, gaming and more, consumers are connecting to associates, content, products and experiences across a multitude of channels and platforms. To deliver against an expectation for real-time support at every touchpoint, brands and retailers are adopting AI and tech solutions to provide costumes with 1:1 support throughout the product discovery and trial phase. 

Specialized Expertise

Digitally-savvy and informed, today’s consumers are approaching purchase decisions as experts in their own right. As a way to add greater value to both the in-person and digital shopping experience, retailers and their workforce are cultivating personalized relationships with consumers by leaning into in-depth training and enlisting experts to provide specialized services on a 1:many and even 1:1 basis.

Featured Examples

Ulta Beauty And Haut.AI Partner For Tech-Powered Hyper Personalization

An innovative, personalized artificial intelligence solution for skin health and beauty is helping reimagine the guest experience across key Ulta Beauty touch points.

Target Teams Up With Apple For Special Employee Shop-In-Shop Training

To provide an enhanced Apple product shopping experience for its customers, Target is giving its own employees and team members specialized training in concert with the Cupertino giant.

Reformation Creates Service-Oriented Experience For Customers

The sustainable clothing and accessories brand is finding success by leveraging next-generation clienteling tools, technologies, and techniques to elevate the customer experience.

Intelligent Clienteling Strategies

Within this guide, PSFK iQ researchers present the ways top retailers and brands can super-charge their clienteling engagements through cross-channel tools that drive enhanced CX and develop meaningful relationships with high-value customers. Within the trends and supporting examples, discover the retail technology, personalized customer service solutions, and key clienteling strategies catering to the elevated consumer needs and expectations of today.

This PDF download includes:

  • 5 strategies that leverage clienteling to deliver superior customer experiences
  • 15 best-in-class examples of how brands and retailers are using clienteling strategies to align with the desires and expectations of their consumers.
  • Consumer insights into changing behaviors and expectations of the consumer mindset around virtual selling and service
  • Case studies from Fender, Lowes, Macy’s, Amazon and more

Published on: Apr 23, 2022

 

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