CASE STUDY
How Jenni Kayne boosted AOV by 50%
The impact of Tulip Clienteling on the growing lifestyle brand
About Jenni Kayne
The Jenni Kayne experience
Jenni Kayne is the ultimate California lifestyle brand, championing a commitment to inspiring women to live well everyday.
Boasting 25 stores across the United States, and with the anticipation of more openings this year, the brand has positioned themself for prominence in fashion hubs like New York, Los Angeles, and Nashville.
Quick facts
- Founded in 2002 in Los Angeles, California by Jenni Kayne
- Known for design, quality, and inspiring women to live well everyday
- Worn by Meghan Markle, Jennifer Garner, and Emma Stone
The challenge
Before Tulip
Jenni Kayne was already ahead of the game when it came to creating a personalized experience for their customers through clienteling.
Jenni Kayne was clienteling by using handwritten notes to write down customers' information such as their phone number, email, preferences, birthday, and purchases. This made it difficult to measure the effectiveness of clienteling activities, for instance, which outreach campaigns worked, and which didn’t. It also made it nearly impossible to optimize their in-store and outreach sales processes.
“Clienteling has been part of our DNA since the beginning. When we look at clienteling at the most basic level, clienteling increases the frequency a customer shops with us and their retention. Clienteling done well creates authentic connections which today’s consumer desires.”
Rissa Jarratt
Jenni Kayne Executive Vice President, Retail
The solution
Why Tulip
Tulip Clienteling allowed Jenni Kayne to measure, and optimize their already established clienteling strategy.
The technology preserved the essence of clienteling while enabling the quick and effective adaptation to the diverse needs of each customer, and allowing visibility into the effectiveness of clienteling strategies.
“Technology allows us to react quickly and efficiently to the savvy customer in front of us. And, importantly it gives us data, which dictates our future strategies.”
Rissa Jarratt
Jenni Kayne Executive Vice President, Retail
Tulip digitized Jenni Kayne’s clienteling strategy
Tulip Clienteling enabled Jenni Kayne to transition from traditional pen-and-paper methods to a modern digital approach. Not only can associates make on-the-spot detailed notes in digital customer profiles, capturing information on colors they and liked/disliked, the skincare they loved, the candle scents that made them smile, but they now also have visibility into their customers’ cross-channel activities— such as online purchases or products they have saved in their wishlist— so that they are equipped to provide a unified brand experience across channels.
Tulip revolutionized Jenni Kayne's outreach and engagement strategies
The adoption of Tulip's clienteling technology also revolutionized Jenni Kayne's outreach and engagement strategies. With visibility into a client's purchase history, associates can proactively reach out for follow-ups, inquire about the customer’s satisfaction with their latest online order, and make informed product recommendations based on past purchases and preferences.
Individual customers’ outreach could also be made through integrated omnichannel communications that allowed Jenni Kayne to tailor their outreach to each customer based on their communication preferences, be it via SMS, email, WhatsApp, or other communication platforms.
Tulip provides Jenni Kayne with data to drive strategic business decisions
Tulip Clienteling equips Jenni Kayne with essential data on customer outreach to evaluate the effectiveness of their clienteling efforts, providing comprehensive insights into customer interactions, clienteling campaigns, and marketing initiatives. By analyzing the outreach data and Tulip Influenced Sales, Jenni Kayne can identify factors like which channel performs best for sending clienteling campaigns, based on real-time insights.
"We're leveraging the technology at the store level to provide an omnichannel experience for our guests. Tulip enhances our ability to personalize our connections."
"Tulip gives us visibility to the client's purchase history, which is amazing, and the starting place for our personalized outreach."
The Tulip Impact
The integration of Tulip Clienteling at Jenni Kayne has yielded significant results, particularly evident in the enthusiastic reception from store teams who have fully embraced the new technology.
“When we first implemented, we put a lot of effort into a thoughtful rollout and training program in partnership with Tulip. Our teams really got behind the new technology and this has led us to success.”
Rissa Jarratt
Jenni Kayne Executive Vice President, Retail
Measuring the success of Tulip Clienteling at Jenni Kayne
The effectiveness of turning customers into clients through thoughtful and personalized outreach has been significant. Notably, orders closed in Tulip have driven a remarkable 50%+ increase in average order value (AOV) compared to walk-in traffic.
The customers engaged through clienteling efforts emerge as some of the highest value for the brand, showcasing the tangible impact of Tulip Clienteling on driving business growth and enhancing customer value.
"Tulip gives us visibility to the client's purchase history, which is amazing, and the starting place for our personalized outreach."
"The customer we have turned into clients through thoughtful, personalized outreach, is one of our highest value customers. It's great to have Tulip be able to actually measurably show us that increase."
Rissa Jarratt
Jenni Kayne Executive Vice President, Retail
About
Tulip is the world’s largest cloud-based retail customer engagement platform provider, with best-in-class Clienteling and POS capabilities that let retailers realize the full potential of omnichannel commerce. The world's most iconic retailers like David Yurman, Versace, Jimmy Choo, Mulberry, Saks Fifth Avenue, Ferragamo, COACH, and Michael Kors use Tulip to modernize the shopping experience, creating personalized shopping journeys that increase sales and improve customer loyalty across channels. Partnered with Apple and Salesforce, Tulip enables retailers to build deeply personal connections with customers, fulfill orders, close out purchases, and maximize store associate productivity and performance.
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