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How to use Clienteling strategy to engage shoppers, personalize experiences and drive retail sales

This PSFK Guide is a clienteling strategy report for brands and retailers to help them grow sales and enhance consumer experience through the use of clienteling 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 today.

What You’ll Learn In This Report

  • 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 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

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 using clienteling strategies 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 Report?

This clienteling strategy report 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