Send us a textClienteling Best Practice Series:    Part 1 - Pre-Implementation    Part 2 - Implementation & Go-Live    Part 3 - Engagement and SellingIn this episode of The Clienteling Podcast, Bryan Amaral highlights those topics that must be considered prior to implementation of a successful Clienteling project. 1. Vision, Alignment and Baseline Metrics:• A thoughtful approach with a disciplined methodology• What is the Vision for your brand? What are your goals?• What types of engagement and journeys?• How and when do you customers want to engage? • What types of engagement are possible for your brand?• What is the role for your associates? • What does clienteling success look like for all stakeholders • Analyze Data. What does it tell us about relationships & behavior? • What winning practices can be replicated at scale • What can be measured and what ROI could be expected?2. Assess Current & Desired Behaviors:Interview store teams and analyze customer engagement at every touchpoint. How are associates engaging? Labor & staff/customer ratio?What are the “hero” outcomes? What are the failure points? Do you monetize store events? Are associates reaching out? Scheduling appointments?  Engaging in specific dialogues? Capturing information and contact preference? Identifying the next best action? Do your associates have adequate product knowledge & customer info? Have you identified archetypes?How do your customers use mobile today? Where is there friction? What’s missing? What are customers unhappy about? 3. Assess Training and Change ManagementDo you currently have a sales methodology? If so, how will clienteling fit into that? What can clienteling do to enhance it?How are sales skills trained, monitored and managed?Will you identify store-level solution champions?  Who will do the solution training? Who trains the trainers? How will your Sales Associates, SM’s, DM’s be incentivized to use the solution? Programs and contests?How will adoption be monitored and managed? 4. Marketing, Ecommerce & BI AlignmentWho owns the customer experience? How does each functional area of the business collaborate to leverage customer data to create the CX?How will Marketing and Ecommerce initiatives be executed at the store level? How will “store to customer” digital transactions be attributed? Will store associates get credit for online sales?What customer and associate data attributes need to be shared across all constituents?  What data insights will be used to drive personalization and communication from clienteling?5. Pre-Implementation ChecklistBaseline Data Analysis and Existing Relationship Practice InsightsDocument Desired Sales and Omni-channel Engagement PracticesDefine Roles and Linkage Between Marketing, Ecomm and Store ExecutionDocument Strategy for Training and Change Management ApproachPro-forma Business Impact Model Yielding ROI/IRR from Desired BehaviorsResources:Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/Bryan’s Website: https://www.clientricity.netBryan’s Email: [email protected] or [email protected] Bryan: 404-348-4849 

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