Clienteling is more than a buzzword.
It's a core retail strategy to engage your customers beyond the checkout. Top retail brands use clienteling to nurture their customers from first-time buyers to repeat purchasers to loyal VIPs. This guide shows you exactly how.
Get Answers to Your Biggest Challenges:
"How do we retain more first-time customers?"
"How do we identify and engage our VIPs?"
"How do we increase foot traffic to our stores?"
"How do we get online customers to visit in-store?"
"How do we increase purchase frequency?"
"How do we turn casual shoppers into loyal fans?"
Loyal customers don't just happen by chance.
They come about through a series of meaningful interactions with your brand — what we call customer journeys.
Think of it like a roadmap: you know where the customer is and where you want them to end up. You just need to fill in the gaps with an intentional clienteling strategy.
Every message, interaction, and experience should be designed to guide them forward to the next step.
1. Turn 1st Time Shoppers into Repeat Customers
2. Get Local Online-Shoppers to Visit In-Store
3. Convert Casual Shoppers into Brand Enthusiasts
4. Identify VIPs and Provide an Exclusive Experience
5. Keep Customers Engaged for the Long Haul
Get the recipe for every interaction
At Endear, we get a front-row seat to what's actually working for hundreds of store teams.
That's why we're not just sharing the theory; we're diving deep into the specific "recipes" we've seen the most success with.
Each recipe includes:
- Step-by-step customer journey
- Timeline for outreach
- Message templates
- Segmentation tactics
Explore Strategies Used by Top Brands
Tired of the guesswork? Download the Clienteling Guide Now.
Don't start from scratch. Explore what clienteling looks like for leading retail brands, and start building a repeatable strategy that transforms your customer relationships.
Your questions: answered
What are customer journeys in retail?
What are customer journeys in retail?
Customer journeys are strategic paths that move customers from one stage to the next: first-time shopper to repeat customer, online shopper to in-store visitor, casual shopper to VIP. Instead of hoping customers return, you guide them along through clienteling outreach.
What is included in the guide?
What is included in the guide?
This guide covers 5 core customer journeys with our best practices, step-by-step instructions, message templates, and more. Each journey is based on real examples and a proven timeline you can implement immediately.
How are these strategies different from regular email marketing?
How are these strategies different from regular email marketing?
These strategies involve personal messages sent from stores to build relationships with local customers. Unlike mass email campaigns, clienteling focuses on conversations that drive in-store visits and long-term loyalty.
Will these strategies work for my brand?
Will these strategies work for my brand?
Yes. These strategies work for brands of all sizes—from single boutiques to 100+ store chains. They're effective for fashion, jewelry, accessories, and home goods retailers who want to build stronger customer relationships.
Do I need special software to use these customer journeys?
Do I need special software to use these customer journeys?
You'll need tools for email and SMS outreach plus customer data management. While you can start with basic tools, most successful brands use dedicated clienteling software like Endear to organize outreach, track results, and scale their efforts.
How long does it take to see results?
How long does it take to see results?
Many brands see increased sales and foot traffic within weeks of starting their first customer journey. While these strategies focus on long-term relationship building, the immediate impact on repeat purchases and store visits is often noticeable right away.
Why is it so important for my store associates to message customers?
Why is it so important for my store associates to message customers?
Outreach from store associates feels incredibly personal. It fosters relationships and connections that your marketing outreach simply can’t match (we looked it at the data, and clienteling is literally 40x more effective than corporate marketing).
What is Endear?
What is Endear?
We're an AI-powered clienteling CRM built to drive sales for omnichannel retail brands. We work with brands like Reformation, Glossier, and Todd Snyder to make it easy and scalable to run customer journeys like the ones in the guide. You can learn more about us here!