Talking Clienteling with John Liebler - Part 1 of 2 Artwork

The Clienteling Podcast

Welcome to the Clienteling Podcast! On our show, we'll discuss a broad spectrum of customer engagement, clienteling and retail technology insights, and we’ll provide plenty of examples and case studies directly from some of the most successful customer-focused luminaries in our industry. We'll discuss why in most cases, innovation and transformation is not a technology issue as much as it's a people, process and methodology problem. Clientricity and in particular this podcast, is focused helping retailers think through those challenges and develop a repeatable process to ensure that their stores are delivering on customer expectations and that the organization can fully benefit from those technologies deployed. In this podcast you'll gain a deep understanding of what’s working, what isn’t and where you should consider making your customer-centric technology investments. We are hoping that after spending 20-30 minutes listening to each episode you will leave energized and ready to apply what you’ve learned in your own business. We look forward to bringing you this podcast several times a month and would welcome your thoughts, ideas and comments. If you are passionate about customer centricity, clienteling and retail and would like to be a guest on the show, please send me a personal message at bryan@theclientelingpodcast.com. If you want get more personalized help or if you are interested in advisory services, contact Clientricity at info@clientricity.net

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The Clienteling Podcast

Talking Clienteling with John Liebler - Part 1 of 2

January 28, 2020 • Bryan Amaral and John Liebler • Season 1 • Episode 2

John Liebler Interview Pt. 1 of 2

In this episode, John Liebler joins the show and is interviewed by Bryan Amaral. John is a senior executive offering 30+ years of visionary leadership in-store operations, multi-unit management, and operations logistics with brands such as Kay Jewelers, Jared, Peoples Jewelers and Shinola. He is a passionate, motivational leader who builds successful, inspired, and customer-focused sales teams that drive results.

First, John speaks about his definition of clienteling - a technique used by retail sales associates to establish long-term relationships with key customers based on data about their preferences, behaviors, and purchases. It requires salespeople to build a human connection. John says that creating connection it is a lost art form because of all the technology we consume daily. When you create a relationship with the customer, the sale will come as a result of that relationship. John learned relationship building early in his career and has taken these skills and passed them onto his teams in his various leadership roles.

As the technology became available, John built a system to keep track of customer relationships on a whole new level. Working with Clientricity, he developed an internal clienteling system for their business. John discusses how he was able to get organizational buy-in, and a team that was ready for transformation.

John looked at his one-time purchasers. He wanted to build a relationship with them so they would come back and buy one more thing. It was amazing what this alone could do for them. Then, John talks about how online shopping is changing clienteling and shares a story to illustrate diminished store value if you know what you want. People will shop in-person if they are looking for an experience or if they are looking for a 1:1 connection with an associate. Customers will come back in just see the associate that they trust.

Stay tuned to hear John speak about when a clienteling system can go wrong and the difference between clienteling in larger vs. smaller organizations.

Enjoy the show!

Timestamps:

• [01:00] About John Liebler

• [04:00] Why clienteling is so important to John

• [08:40] Building a clienteling system

• [14:05] How online shopping is changing clienteling

• [15:45] Translating the manual process into a clienteling systems approach

• [19:40] Retail is the most rewarding yet challenging job you can have

• [21:00] How a clienteling system can go wrong

• [23:15] The difference clienteling has in larger vs. smaller organizations

Resources:

John’s LinkedIn: https://www.linkedin.com/in/johnliebler1/