The new look of retail customer engagement
What would it mean to you if you had a retail system that creates more personalized shopping experiences for your clients, easier and more genuine communication for your sales associates, and better data and insights for store managers and store operations teams?
Overview
As modern consumers demand more personalized shopping experiences, this whitepaper explores the innovative systems that can make this demand a reality, fostering more sincere communication between sales associates and clients, and providing valuable data and insights for store managers.
This exploration of cutting-edge strategies and technologies that are reinventing retail engagement is a comprehensive guide for those navigating the rapidly evolving world of retail customer engagement.
Explore the power of a retail system that gives you more— more personalization, more human communication, and better insights.
This whitepaper aims to equip you with the knowledge and practical approaches needed to succeed in this dynamic environment.
Streamlining personalization in retail
The days of one-size-fits-all are over.
Consumers today expect retailers to know their unique preferences, behaviors, and needs and personalize their shopping experiences to them.
To meet these expectations, retailers are adopting digital clienteling technologies. These tools enable retailers to create detailed profiles that encompass preferences (like colors or fit), past purchases, and omnichannel insights (such as online wishlists) in digital client books.
By replacing binders and sticky notes, digital client books centralize customer data, and streamline back-end record-keeping. This allows store associates to focus on the human aspect of customer engagement and offer a highly personalized customer experience.
Case study: Impact of personalization through digital clienteling
A prime example of successful personalization in retail is Jenni Kayne's digitized clienteling strategy. By leveraging Tulip Clienteling, they revolutionized their personalization strategy and preserved the essence of clienteling while enabling quick and effective adaptation to the diverse needs of each customer.
The effectiveness of turning one time customers into loyal clients through deep personalization has been significant. Orders closed through their digital clienteling solution have driven a remarkable 50%+ increase in average order value compared to walk-in traffic. Read more here.
Outreaching customers where they're at
The human touch remains crucial in digital interactions. Customers value the personal connection they get from interacting with knowledgeable and friendly sales associates.
Digital clienteling tools empower sales associates to bridge the gap between the digital and physical shopping environments. They ensure that store teams are well-equipped to constructively engage with customers, regardless of their location.
Timing is critical in customer outreach, and personalized efforts can convert up to 70% better than generic messages. Digital clienteling tools, with their built-in omnichannel communication capabilities, provide preference-based filtering, customizable templates, and timely reminders. This means associates can reach out to the right customers, at the right time, with the most relevant information.
Additionally, the integrated omnichannel communication enables associates to connect with customers via SMS, email, phone, live video, and messaging apps like WhatsApp, WeChat, Line, and Kakao Talk. Such flexibility allows associates to adapt to changing customer preferences for communication mediums, ensuring they stay effective as trends in communication medium shift— like from email to SMS and more recently to social messaging.
Centralizing omnichannel customer profiles and communications in a single tool allows associates to effortlessly log conversations and monitor their impact on sales. Retailers should recognize and reward the contributions of their sales associates by accurately tracking their influence on sales. This precise tracking can enhance performance and boost morale, as associates see their efforts acknowledged and valued.
Case Study: Impact of measuring customer outreach
By leveraging Tulip's digital clienteling solution with integrated omnichannel communication, one global luxury retailer transformed its customer outreach strategy. The advanced tracking capabilities offered by Tulip enabled associates to identify the preferred channels of communication for each customer for more strategic sends.
By meeting their customers where they’re at the retailer significantly enhanced the likelihood of converting interactions into sales. On WhatsApp, where conversational commerce is increasingly prevalent, the ability to engage customers in a platform they frequently use for personal communication led to a remarkable 11.3% conversion rate. Similarly, SMS, with its high open rates and direct reach, saw a robust 6.6% conversion rate. Read more here.
Data drives operational excellence
Effective data collection and analysis are the foundation of data-driven retail strategies.
By leveraging data insights, retailers can better understand customer behaviors, preferences, and trends, enabling them to provide a more personalized and efficient shopping experience.
Digital clienteling tools equipped with robust data analytics capabilities are invaluable for identifying individual, store-level, and aggregate data trends. These tools help build accountability and inspire continuous improvement throughout the organization. By tracking and analyzing customer interactions and preferences, store teams can tailor their approaches to meet the unique needs of each customer.
Data insights are not only beneficial for enhancing customer engagement but also for achieving operational excellence. By understanding key performance indicators and operational metrics, retailers can make informed strategic decisions that streamline processes, optimize resource allocation, and improve overall efficiency. This holistic approach ensures that store teams are well-equipped to deliver exceptional service and support.
Case study: How to use data-driven insights to refine store operations
Using a data-driven approach with their outreach templates another global retailer was able understand which messaging resonated best with their audience. As a result, the brand has experienced a surge in conversion rates, and is significantly ahead of the industry benchmarks in multiple outreach channels including 3x higher-than-benchmark conversion on WhatsApp outreach and 2x higher-than-benchmark conversion on WeChat. Hear more customer stories like this here.
By investing in a holistic digital clienteling system that brings together personalized shopping experiences, genuine digital interactions, and data-rich insights, retailers can meet and exceed modern consumers' expectations.
The future of successful retail lies in the world where personalization, connectivity, insights, and efficiency coexist.
Learn more
Want to learn more about the retail solutions that set the new standard for retail customer engagement, and are loved by the world’s most iconic retailers like David Yurman, Versace, Jimmy Choo, Mulberry, Saks Fifth Avenue, Ferragamo, COACH, and Michael Kors?
Contact us today for a demo.
About Tulip
Tulip is the world’s largest cloud-based store experience platform provider, integrating best in class Clienteling with complete POS functionality, that lets retailers set a new standard for omnichannel commerce. Partnered with Apple and Salesforce, Tulip equips sophisticated retailers to build connections with customers, fulfill orders, checkout purchases, and optimize operations in order to create the end-to-end experience modern customers expect. Leading retailers like David Yurman, Versace, Tumi, Mulberry, Saks Fifth Avenue, Kate Spade, COACH, and Michael Kors use Tulip to elevate the shopping experience, increase sales, and improve customer service across channels.
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