Tory Burch Personalizes Experience with Digital ClientBooks

Creating meaningful shopper engagement and shattering the traditional sales model, Tory Burch, an lifestyle and sportswear designer, introduced a new digital clienteling strategy utilizing VeriFone GlobalBay mobile technology. The retailer sets a high bar for the industry with an innovative business approach and a high-tech, high-touch clienteling strategy.
Teaming up with VeriFone GlobalBay, Tory Burch transformed iPads into "ClientBooks," or digital black books that put business and customer information at the fingertips of sales associates. The little black books provide associates with a 360-degree view of who shoppers are so that they can provide a custom shopping experience, cater to client's desires and build a genuine relationship.
The retailer is using the technology as more than just a point-of-sale, but to change the way it does business and impact the entire brand and shopping experience from beginning to end. Tory Burch is gaining a competitive edge by using the technology to:
  • Create detailed profiles of customers – complete with wish lists, personal preferences, order history and more
  • Access profiles from any U.S. Tory Burch boutique – so customers visiting different stores will receive the same personalized service that they expect in their 'home' store
  • Communicate with customers via e-mail on iPad – allowing associates to thank clients for stopping by, notify customers about sales or looks that they'd enjoy, and schedule appointments
  • Search and view detailed product information – for clients while they're visiting the store to find sizes and availability, view recommended items, add products to a shopping cart and more.
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