CLIENTELING 101
What does customer feedback look like @ coach?
What is the tool used to build relationships with your existing and new clients?
Client compass
What are the 2 things you need to do to get your bundles out there?
Find your audience
Share
Customer loyalty program
What are the two goals of clienteling?
What are the key Benefits for you and your team?
Build and drive retention
Improve customer service
Influence operational processes
What are the 3 key moments that bring the coach experience to life?
Connect, empower and build
Which compass filters should you use for this holiday?
TOP
NHP
Other Priority
What are some benefits?
Birthday gift
Early access
Easy return
Nany more!
What is an easy way to help your store meet their clienteling goals?
Log into client compass each day!
How is your NPS score calculated?
NPS = % PROMOTER - % DETRACTORS
What are the hasgtags used to follow the employee social influencers?
#coachretailemployee - #coachoutletemployee
What are some ways to create a positive experience this holiday?
Ask open-ended questions
Leverage what you have
Get familiar with product in store and online
How can someone become an insider?
Website
POS
What should you be putting in client notes?
Work/family/friends/hobbies/preferences
What are the different type of alerts you can get from client loop?
Delighted
Other
Detractor
How do you keep up to date with the online experience?
Be up to date with coach and coach outlet online, stay connected with social media, marketing and employee social influencers
What are some ways to make your product feel new & fun?
Hype up the style
Elevate the experience
Why be part of insider?
Because it gives customers special access to community events and they can personalized their experience
Where can you measure your clienteling success?
Client compass dashboard
How can you use your client loop alerts to build relationship?
Leverage and use the 1-2-3 clienteling method
Web texting got replaced by?
Live Connect
What are some techniques to styling gift bundles?
Using color
Coach Pair Plus
What's their lifestyle
Using Price Points
How does insider work?
Is a single program that presents a cohesive experience across both Retail and Outlet channels.
What is one thing you should be doing on a monthly bases?
Review personal clienteling KPIs and review client follow up plans