WHAT IS CLIENTELING? We can define clienteling as the set of personalized actions that are carried out between an associate of a physical store and the customer who visits it, and can be seen in both food retailers and specialist retailers. These actions are usually carried out preferably through a mobile device or tablet, in which the associate can search for article information, customer data or other actions. What are the benefits for retailers?
- It allows to improve customer engagement
- We offer a differential shopping experience
- It is used to collect data on consumer needs and habits.
- There is an increase in sales as it allows the customer to access the item they want more quickly and easily
- It allows having all the available information and real-time searches, whether you want to verify the stock or the characteristics of the product. In the case of the specialist retailer, the size or color could be verified, and in the case of the retailer food, extended product descriptions and nutritional information.
What benefits does it entail for the client who visits us?
- The client feels assisted and oriented during the sale process
- Possibility of paying the order, so long queues to pay are avoided
- Complementary items or items related to your purchase are offered, increasing the average ticket
- Special discounts may be offered
But why is clienteling so important? Through these actions, we ensure customer loyalty and also complete the omnichannel strategy based on the customer centric, since we make the customer the center of the actions. The most interesting point is that the associate becomes almost a “consultant”, so that the purchasing process is much more personalized, becomes more human and personal, and other decisive factors come into play to build customer loyalty with your brand. One step further As we mentioned previously, all these actions lead to a better knowledge of the client, being able to collect data on their usage and consumption patterns. Once we have this data, we can cross it with the existing data from all possible channels (application, e-commerce, market place …) and segment the client, carry out customer type profiles and thus create specific campaigns for each group, with Involve CRM Remember that the main objective is to achieve greater customer loyalty. And to greater loyalty, higher average spending per customer, higher recommendations for your brand and higher sales. comerzzia has recently been referenced in the Gartner document “The Gartner Digital Commerce Vendor Guide, 2020” as one of the best solutions within the clienteling section. If you want to read the entire research exclusively and for free, in addition to learning more about the report, you can visit this section.
