Social Clienteling Nurturing VIP Connections In-store and Beyond


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Join us to learn how leading retailers are re-imagining the guest and associate experience to better serve their best customers through the use of Social Clienteling, a 21st century approach to an age-old process.

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Social Clienteling Nurturing VIP Connections In-store and Beyond

  1. 1. Social Clienteling Nurturing VIP Connections In-store and BeyondBrian Spaly, Trunk ClubMichael Andrews, Michael Andrews BespokeMaureen McCarthy,, Senior Manager
  2. 2. Brian SpalyCEO of Trunk Club@trunkclubceo
  3. 3. All About Trunk Club Trunk Club was started to solve a simple problem – shopping for clothes in stores or online just doesn’t work for most guys. We combine top brands, expert service, and unparalleled convenience to deliver a highly personalized experience that helps guys look their best and saves them time. •  Drive business growth with higher productivity and ability to manage more leads and customers. •  Standardize sales methods and practices to accelerate on- boarding process and increase collaboration. •  Track and understand stylist sales processes and customer preferences to decrease return rate and increase customer satisfaction.
  4. 4. Being Social is Woven Into Everything We Do Responding to customer service inquiries makes it easy for employees respond right away. Maintains a record of everything having to do with customers—sales activities, orders, customer communications, and social conversations. Apps give stylists insight into member interests, preferences, and fit, so they can pack the best trunk.“Salesforce keeps track of everything for us. Helps stylists collaborate, share ideas andIf it’s not in Salesforce, it did not happen” links, and spread information on how pieces fit and wear over time. - Brian Spaly, CEO Over 70 empowered users and growing.
  5. 5. The Trunk Club Demonstration Overview Member Engagement“Pursuit” Performance Wardrobe History “Pack” the Trunk
  6. 6. Michael AndrewsCEO and Founder of Michael Andrews Bespoke@MABespoke
  7. 7. All About Michael Andrews Bespoke We are not your father’s custom tailor. Michael Andrews Bespoke is New York’s premier custom clothier. We specialize in slim-fit suits, shirts, tuxedos, sports coats, trousers, and overcoats; each cut to our clients’ precise measurements and finished to our exacting standards.   Averaged 60% annual growth since opening   More than 3,500 clients   Named “Best of” New York since 2008
  8. 8. Inputting Measurements into SalesforceMeasurements for a custom shirt •  Entries for more than 65 unique measurements •  Enter all measurements and notes taken real time •  Upload corresponding images to notes •  Pre-translated orders for workshop
  9. 9. We Run Our Entire Business On the Salesforce Platform Current System FutureDevelopment Social Media E-Commerce/ Alterations QuickBooks Shipping / Tracking Client Portal Online Production Scheduling Order Notes Client Information History
  10. 10. Believe it or not, we used to type orders in Worddocuments…
  11. 11. …and tracked order status in an Excel file with thousandsof rows
  12. 12. Now, all client information on their individual pages
  13. 13. Business Benefits •  Scalable platform to support growth •  85% reduction in order errors •  15% improvement in delivery time •  Dramatically improved client service •  15% increase in revenue from better client tracking and follow-up •  35% reduction in accounts receivables
  14. 14. Brian Spaly Michael Andrews CEO Founder/CEO Trunk Club, Michael Andrews Bespoke,@trunkclubceo @MABespoke
  15. 15. Don’t Miss The Retail Campground Experience!360° view of a socially connected retailer! •  Social Media Monitoring •  Social Shopping •  Mobile CRM •  Social Clienteling •  Real-time Analytics •  Connected Employees •  Cross-Channel Customer ServiceIn the Cloud Expo! Cloud . Mobile . Social