CASE STUDY
How Tulip Clienteling transformed team-based selling
Giving non-luxury brands the ability to create a luxury experience
Brand background
Quick facts
- Mid-market women's-wear brand
- Woman-owned and founded
- Worn by: Jacqueline Kennedy, Brooke Shields, and Mindy Kaling
- Over 100 retail locations across the United States
The brand vision
Why Tulip
Clienteling is an integral part of this brand’s business strategy, with store managers playing a pivotal role in driving success through their team's efforts.
The brand’s vision is centered around fostering strong emotional relationships driven by a passionate team of associates. They emphasize a strong teamwork culture where the entire store team supports each customer, moving away from the notion of individual customer ownership and towards building a community. This team-based selling practice comes through in the way they manage relationships with their customers.
Each store had their own client book that physically stored all the notes and interactions that sales associates had with customers. When it came time to outreach, the store managers would manually assign outreach to individual team members, with the responses to those outreaches being handled by whichever associates were available at the time.
This highly-manual approach to clienteling aimed to provide a luxury experience to their customers, focusing on personalized outreach rather than mass marketing strategies.
Their goal is to create a highly efficient process for clienteling activities, ensuring every associate can deliver a consistent and personalized brand experience across channels without the need for manual organization of customer information in the store client book, or for 1-on-1 associate to customer assignments from the store managers.
Previously, they used another retail solution that suffered from low adoption rates among associates due to its clunky and non-user-friendly interface, limiting its use to the backroom— meaning it did nothing to help the front-of-house clienteling activities.
This is when they turned to Tulip.
After Tulip
Why Tulip
The retailer instantly fell in love with Tulip Clienteling which delivered the authentic, personalized customer engagement they were looking for, and became clients in 2022.
They leverage Tulip’s Clienteling and Appointment solutions to achieve their goal of providing efficient, personalized customer experiences at scale.
Tulip Clienteling helps retailers deliver a luxury experience to their clients by streamlining personalized outreach and engagement, fostering a collaborative environment, and offering an intuitive UI.
Tulip Appointments ensure a premium customer experience by having everything ready and on-deck when a customer arrives for a scheduled appointment.
“Tulip lets us connect with customers through an omnichannel journey and consistently delivers the high-touch personal experiences we’re known for. Clienteling is an important part of our business and Tulip’s solution is best in class.”
Vice President
Digital Commerce, Customer Engagement and Insights
The Tulip impact
Tulip has transformed their team-based selling, making it more accessible than ever before.
Every store associate, from the backroom to the sales floor, now uses an intuitive interface that simplifies adoption.
By eliminating the challenges of manual clienteling, store teams can now focus on building relationships rather than the manual day-to-day tasks. Tulip's Clienteling and Appointment solutions have enhanced customer engagement, offering a personalized experience typically associated with luxury brands.
Tulip continues to foster team-based selling by leveraging a cloud-based system that organizes customer data, outreach, and appointments. By providing a shared platform, Tulip ensures that every team member is on the same page, enhancing collaboration and delivering a cohesive and personalized shopping experience to each customer.
Through this system, the entire store team has real-time access to comprehensive customer information, all conveniently available on an iPad. This eliminates the need for cumbersome binders, allowing store associates to view and update customer interactions.
Additionally, associates are now able to monitor and track outreach on their own, so they can quickly identify and send post-purchase follow-ups, releases of new products, and reminders for store events.
This team-based approach ensures every team member participates in the customer's journey, reinforcing the retailer's vision of community-based customer relationships.
With Tulip, the retailer has realized the goal of effortless and efficient team-based selling, and has seen incredible results:
3x higher TIS AOV on average
Over the past six months, the retailer has achieved a 3x higher average order value (AOV) on sales influenced by Tulip Clienteling. This significant increase is directly attributed to the personalized outreach conducted by associates.
By leveraging Tulip's advanced clienteling tools, associates were able to engage with customers on a more personal level, understanding their preferences and needs. This approach also led to higher-value purchases.
6x increase in influenced sales
Since adopting Tulip Clienteling in June 2022, the retailer has achieved a remarkable 6x increase in clienteling influenced sales.
By leveraging Tulip's powerful insights, they were able to effectively distinguish between successful and unsuccessful selling strategies. This allowed them to restructure their efforts and scale the most effective customer outreach initiatives across their business.
As a result, the sales team gained a higher level of precision in targeting potential customers and tailored their approaches to meet individual needs, driving significant growth in influenced sales.
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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