The value of Guided Selling and Clienteling for Retailers
Haris Krijestorac 270004DHQV email@example.com | | 0 Comments | 1,211 Visits
Picture this scenario. A
Using the rich functionality, the associate can walk customers through different outfit combinations or suggest additional upselling opportunities. And, with access to inventory data, associates can fulfill orders on the spot using ecommerce when an item is out of stock, without having to take the customer to a fixed register – reducing walkouts and missed sales. But by incorporating “clienteling,” typically used by high-end retailers, the retailer has a single, centralized solution to help store associates assist customers on a more personalized level by recording their (opt-in) preferences and buying habits.
The value of guided selling and clienteling
Deployed effectively in stores, iPads, tablets and even mounted kiosks can create true multi-channel selling, guided selling and empower sales associates to engage customers more effectively on the store floor. Combined with clienteling, retailers can see optimized store performance, improved customer insights and a more productive sales force.
The goal is to take the first-time customer and turn him or her into a repeat customer who then becomes a “friend.” Customers keep coming back when they’ve had a positive experience. According to a recent study, 47 percent of customers highlight poor knowledge of store associates as the most disliked experience when in a store.1
Arming associates with real-time store information, mobile tools AND customer insights and preferences is the epitome of customer-centric retailing. Clienteling pays off in up to a four-fold increase in spend, 63 percent increase in transaction size and 33 percent increase in the number of repeat customers.2
How IBM can help
IBM works often with vendors like Global Bay Mobile Technologies, which offers a mobile retailing application it says generates tangible return on investment (ROI) by driving store traffic, increasing units per transaction (UPTs) and improving the overall customer experience.
To help retailers leverage clienteling, IBM can:
· Provide an assessment of the IT and store environment, including the existing POS system for possible integration of iPads or other guided selling devices
· Design the infrastructure for clienteling, including hardware, networking and monitoring
· Mobilize or integrate clienteling software, as well as collaborative, analytic or customer relationship management applications
· Provide services to stage the rollout
· Provide asset management to track mobile devices
· Deliver advanced mobile device management when the system is up and running
· Enable the existing wireless network to accommodate new data traffic
· Introduce critical mobile security services, to ensure PCI compliance
To learn more about how IBM can help retailers leverage guided selling and clienteling technologies, feel free to