The 3,300-square foot location is the jeweler's largest store in North America.
Clienteling Isn’t a Buzzword. It’s an Essential Business Model.
More shoppers are walking out without buying. Here’s how smart jewelers can bring them back—and the tool they need to do it right.

Brought To You By Clientbook
A couple lingers by the case—early twenties, dressed casual but polished. She points out a solitaire; he nods, but they don’t ask to see it. Just a few questions, a few smiles, then the classic finishing line: “We’re just starting to look.”
They leave with a thank-you and a business card. Maybe the associate jots down a note, maybe not. Maybe there’s a plan to follow up, maybe there isn’t.
Two weeks later, you see it: A photo on Instagram. A ring. A proposal. A jeweler tagged—not yours.
In the luxury jewelry world, this is death by a thousand maybes.
The Opportunity: Drifting Shoppers
Jewelers often focus on how to get more people in. But not nearly enough are asking: “What’s happening after they leave?”
But without a strategy to keep them in your orbit, they drift toward someone else’s.
The Problem: A Follow-Up Leak
Too often, follow-up depends on who had the conversation, how good their memory is, and whether they scribbled a name down somewhere between lunch and closing. It’s inconsistent, it’s unscalable, and—if we’re being honest—it’s costing you sales.
And those lost sales? You usually don’t even know they’re gone. They don’t announce themselves. They just don’t come back.
What’s worse: your sales associates feel it too. When they don’t have a system to keep track of leads, they lose motivation. They chase whoever’s right in front of them. But clienteling isn’t about chasing—it’s about cultivating.
The Solution: Clienteling As an Essential Business Model
It’s not about flooding inboxes with mass emails or handing out punch cards with “Buy 5, get 1 free.” Clientbook turns every casual browser into a contact, every visit into a profile, and every “just looking” into a warm potential client ready for a thoughtful follow-up.
Let’s say someone comes in, tries on a few pieces, and leaves. With Clientbook, their preferences, notes, and contact info are captured before they hit the parking lot. One week later? The associate sends a message:
It’s not salesy. It’s thoughtful. And it works.
Following the New Rules of the Game
Here’s how successful jewelers are making that shift from occasional visitors to loyal customers, using Clientbook:
Capture the right info—every time
- What they looked at
- What they liked
- Who they’re shopping for
- When they might need it by
Make personalized follow-ups second-nature
We’re not talking about generic texts. We’re talking about:
That’s personal. That’s powerful.
Make it easy for your team to be great
Track what works (and fix what doesn’t)
The Bottom Line: It’s Not Just About Who Walks In. It’s About Who Comes Back
Clienteling isn’t about pressure. It’s about presence. It’s about making sure that when they are ready, you’re the one they remember.
So keep your foot traffic. But make it count. Because in this business, it’s not just about who walks in. It’s about who comes back.
The Latest

Aging and with myriad health issues, none will serve time for their roles in robbing the billionaire celebrity at gunpoint in 2016.

The WNBA team received rings imbued with meaning, from leaf motifs and its Liberty torch to the number of diamonds used.

More shoppers are walking out without buying. Here’s how smart jewelers can bring them back—and the tool they need to do it right.

A longtime executive at RDI Diamonds, Rickard has served on the JBT board for the past five years.


The two organizations have signed an affiliation agreement that’s expected to be finalized in the coming weeks.

The platinum and diamond watch is part of Sotheby’s upcoming Important Watches sale.

Gain access to the most exclusive and coveted antique pieces from trusted dealers during Las Vegas Jewelry Week.

Recovered in Mozambique, “The Kat Florence Lumina” was part of Bonhams’ Hong Kong jewelry auction held last week.

Get a taste of the delicious candy-like gemstones in this Amanda’s Style File.

JSA’s Scott Guginsky provided a list of nine security measures jewelers should observe while locking up for the long weekend.

From Lau’s “Love of a Kind” series, the engagement ring was inspired by the moon and holds a different meaning depending on how it is worn.

The lab has adjusted the scale it uses for nacre grading.

Sponsored by GCAL by Sarine

David Walton will serve three years’ probation after an incident in a hotel bar led to the death of West Virginia jeweler David Ettinger.

The retailer also provided an update on how the tariffs situation in the U.S. is affecting its business.

The nonprofit elected five judges who will decide the winners of its design competition.

This year’s edition includes articles on the favorite tools of notable designers, evaluating when to outsource production, and more.

The jeweler’s high jewelry collection features extraordinary gemstones, like a 241.06-carat emerald and the world’s fourth-largest spinel.

In a special column for the State of the Majors, Edahn Golan breaks down what the top-performing fine jewelry sellers are doing right.

The bolo tie necklace is inspired by “Queen Bey” and set with a nearly 15-carat black diamond.

The nonprofit focused on mining communities in East Africa has added three new members to its advisory council.

Current Diamond Council of America President and CEO Terry Chandler is set to retire in January 2026.

The company's Series A shares will continue to trade following a reverse stock split while its Series B shares will be delisted.

Communicating clearly with your staff is key to navigating turbulent times, writes columnist Peter Smith.

Tanishq is expanding its presence in the United States with a new store in Santa Clara, California, which is its largest in the country.

Sales for Richemont’s four jewelry brands increased 8 percent, while watch sales picked up toward the end of the year.