Talking Clienteling with John Liebler - Part 2 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 2 of 2

January 28, 2020 • Bryan Amara and John Lieblerl • Season 1 • Episode 3

John Liebler Interview Pt. 2 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 describes the challenges of implementing clienteling. Nobody wants to spend a substantial sum of money on technology and then have no one use it. John has had both successes and misses; he reveals the top three things that have most impacted clienteling:

1. The most tenured salespeople are resistant. So, John would reach out to this group and get their feedback on the technology before and after implementation. You need to be willing to make changes.

2. John did not fully understand the impact that technology would have on the selling process. When do you capture guest information? How will technology impact the sales process? If not careful you could be losing the guest’s engagement. Some issues didn’t come to light until after testing the technology.

3. Make sure you get the data right. John had a big challenge with duplicate records.

Then, John reveals the most effective metrics:

· Sales made after outreach.

· New guest acquisition.

Later, John explains the importance of getting your customer’s name. Every customer that comes into your store is an opportunity. In many organizations, they did secret shopping. They find out if their salespeople captured a name and if they did an outreach. From there, his team would create KPIs and create a training around it.

John shared his formula regarding transforming with new technology.

OP+NT=EOP (Old Process plus New Technology equals Expensive Old Process).

There are three things that incredibly important when implementing clienteling:

1. Choosing the right solution.

2. Putting the steps in place to ensure a successful implementation. Don’t let the business drive the timeline.

3. Drive user-adoption.

Enjoy the show!

Timestamps:

• [01:00] About John Liebler

• [03:00] The most significant challenges with adopting clienteling

• [09:30] Perfection is the enemy of progress

• [11:00] The most effective metrics