Personal attention is the lifeblood of Clienteling, and there is no app for that

In order to build the KIT Clienteling app, and make it rock the world of store associates, Keytree worked closely with a top international luxury retail brand, to understand the business of retail and produce a truly helpful user experience. The result is a high-performance Clienteling app, used by over 10,000 store associates in 64 countries around the world, in 12 languages. It offers a host of customer engagement features and continues to evolve but it will never replace the most vital component of successful Clienteling – personal attention.

Now, the hard limit of an app may seem like an odd thing for its developer to highlight, but we’re doing it for several reasons. For one thing, it’s true, and authenticity is a precious commodity in the world today. For another, passionate store associates are the unsung heroes of Clienteling and we want to make it clear that we understand that. But most of all, you cannot get the most out of any tool unless you know where its power ends and where what you need to put into it begins. The bicycle is a brilliant piece of technology that depends upon some significant input and effort from its rider to make it work.

Writing in Luxury Daily, Martin Shanker asked the question: ‘Does magical thinking have you chasing shiny objects?’ at the top of his article dismantling the idea that in industries where superb service is the true key to success, technology can do it for you. His argument is well supported by research. In a paper titled Consumer Behaviour in Shopping Streets: The Importance of the Salesperson’s Professional Personal Attention, researchers reported on a survey in which they had asked shoppers whether they preferred going shopping at a mall or on the high street and why. The aim was to find out, indirectly and without biasing the respondents, whether personal attention is the main motivation for choosing the shopping location. The number one motive for choosing a shopping location (given by over 43% of those surveyed) was shown to be personal attention including polite and courteous attention, advice, individualised attention, personal relationship and service attitude.

Changing the face of customer interaction

KIT is a game-changer because it was specifically designed to enhance the personal attention store associates give their customers, in a variety of ways, both in-store and remotely. This includes having a profile for each customer that keeps a note of which channel of communication each customer prefers. This one feature, which can be used to target customers, using the right channel, with the right messages about products and deals that evidence suggests would interest them, has a lot of potential power. However, as Martin Shanker explains: “At least 25% of follow-up contact needs to be culturally connecting, not stop by the store, I’ve got something for you.” Sales associates need to suggest events, ask about the weekend, and refer to news and local colour that might be relevant to customers’ lives.

Understanding this kind of relationship-building psychology and empathology is key to Clienteling excellence, and we want to make sure users of KIT know this because we want to set up users for success. We don’t want to lead anyone into believing it’s a magic bullet and leave them wondering why it isn’t making a bigger difference.

KIT remains packed with features that can improve the game of any store associate, even in their first week on the job, for example, by helping them to more quickly locate products customers are looking for. KIT also provides store associates, and by extension customers, with more options for completing transactions quickly and easily, resulting in fewer lost sales.

Meanwhile, in the hands of a store associate, skilful at giving personal attention and building relationships, KIT can take their performance to the next level. For example, traditionally, to achieve a higher standard of Clienteling, store associates would keep a record of their knowledge about customers in a book, rather than rely on their memory. Now, with KIT, store associates can record and organise much more data about customers, in a form that is more accessible and usable.

The truth is that most people have strengths and weaknesses in their relationship-building skillset, so most of us have skills we could work on. It can be extremely uncomfortable and difficult to work on the things we aren’t great at doing, but not impossible if we are willing to put the effort in. It is well worth putting in the time to improve your interpersonal skills if you want a career in retail.

The good news is, by contrast, setting up a demonstration of KIT is extremely easy. Just give the team a call on +44 203 691 2936, email info@instore.technology or complete the short form on our Contact page.