Clientelling the Bakers' Way
Clienteling the Bakers’ Way
Statistical Importance “Most wealthy consumers (86%) are willing to provide personal information to luxury firms if it results in a superior experience.” “More than three-fourths (77%) are happy to supply their email address.”
Bakers has an opportunity to go beyond email capturing via clienteling. While we already provide outstanding customer service, we have yet to seize superior service by establishing and maintaining relationships with our customers. Grandmothers, Mothers, teenagers, and young adults can all relate to Bakers in one way or another because we have been providing shoes for each and every one of them at some point in their life. Thus, we have history, trust, and experience to build on.
Where to Start? 1. Know your shoes a. Visit Bakers website weekly and familiarize yourself and staff with new merchandise b. Review your receiving report concerning incoming product daily i. Make a list of shoes to refer to 2. Get to know your customers c. Make suggestions of shoes that we are getting in that may match her needs d. If we have the shoe she wants but do not have her size, check the receiving report to see if we are getting that size in ii. Not every customer is comfortable with ordering over the phone or even purchasing online e. Familiarize yourself with reoccurring customers, make it known that you know her from previous shopping experiences
Now That You Know Your Shoes & Customers… 1. If she would like to wait until that shoe comes into your store, get her information a. Utilize customer request log i. Enables you to keep record of shoes she has requested and how often she has ii. Enables you to develop a lasting relationship with particular associates iii. Enables you to gain access to direct contact via phone number iv. Enables you to know her size 2. When she returns for the shoe
Statistical Importance “Most wealthy consumers (86%) are willing to provide personal information to luxury firms if it results in a superior experience.” “More than three-fourths (77%) are happy to supply their email address.”
Bakers has an opportunity to go beyond email capturing via clienteling. While we already provide outstanding customer service, we have yet to seize superior service by establishing and maintaining relationships with our customers. Grandmothers, Mothers, teenagers, and young adults can all relate to Bakers in one way or another because we have been providing shoes for each and every one of them at some point in their life. Thus, we have history, trust, and experience to build on.
Where to Start? 1. Know your shoes a. Visit Bakers website weekly and familiarize yourself and staff with new merchandise b. Review your receiving report concerning incoming product daily i. Make a list of shoes to refer to 2. Get to know your customers c. Make suggestions of shoes that we are getting in that may match her needs d. If we have the shoe she wants but do not have her size, check the receiving report to see if we are getting that size in ii. Not every customer is comfortable with ordering over the phone or even purchasing online e. Familiarize yourself with reoccurring customers, make it known that you know her from previous shopping experiences
Now That You Know Your Shoes & Customers… 1. If she would like to wait until that shoe comes into your store, get her information a. Utilize customer request log i. Enables you to keep record of shoes she has requested and how often she has ii. Enables you to develop a lasting relationship with particular associates iii. Enables you to gain access to direct contact via phone number iv. Enables you to know her size 2. When she returns for the shoe