Intelligent Clienteling Strategies
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.?
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; as well as 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, companies are finding they can generate not only greater value, but also customer satisfaction, confidence and loyalty. The ability to meet shopper expectations with omnichannel support solutions, intelligent curation, frontline expertise, cross-platform membership offerings, and more tailored offerings will be an increasingly important driver of retail success going forward.?
Within this 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.
Featured Trends
Elevated Product Experience
Brands are tapping into consumers’ penchant for lifelong learning by layering educational services into their products and offerings. From creating lessons for skills development to providing suggestions on how to repurpose and repair products – brands are maximizing the ownership experience and post-purchase value while strengthening customer loyalty and relationships.?
Omnichannel Experience
Spanning stores, websites, apps, social media, gaming and more, consumers are connecting to associates, content, products and experiences across a multitude of channels and platforms. To deliver against an expectation for real-time support at every touchpoint, brands and retailers are adopting AI and tech solutions to provide costumes with 1:1 support throughout the product discovery and trial phase.?
Specialized Expertise
Digitally-savvy and informed, today’s consumers are approaching purchase decisions as experts in their own right. As a way to add greater value to both the in-person and digital shopping experience, retailers and their workforce are cultivating personalized relationships with consumers by leaning into in-depth training and enlisting experts to provide specialized services on a 1:many and even 1:1 basis.
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Featured Examples
An innovative, personalized?artificial intelligence solution?for skin health and beauty is helping reimagine the guest experience across key?Ulta Beauty?touch points.
To provide an enhanced Apple product shopping experience for its customers, Target is giving its own employees and team members specialized training in concert with the Cupertino giant.
The sustainable clothing and accessories brand is finding success by leveraging next-generation clienteling tools, technologies, and techniques to elevate the customer experience.