IndependentsSep 29, 2025
Nina Pugliese, Longtime Henne Jewelers Employee, Dies at 65She was remembered as a creative and generous woman of faith, who also had a sweet tooth.
OtherMar 16, 2017
Coach’s Corner: The truth about clienteling
Columnist Pat Henneberry exposes some of the myths surrounding “clienteling,” which she says is nothing new.
Let’s be honest; I’ve been teaching clienteling for 25 years … it’s not new. As a result of this new-found popularity, the meaning of the word has become blurred and obscured in a fog of hype. Let’s expose some of these myths so we can define what it really is.
Clienteling defined
We should look at it from a “business value” perspective, meaning that to truly qualify as clienteling, the solution must solve pertinent business issues while providing value--a return on your investment.
cli·en·tel·ing [klî-Ən-tel-ing] noun 1. A system to manage customer engagement business processes for bringing customers into your store, providing an exceptional in-store shopping experience, and keeping your customers coming back for more. Example: Sales increased after we began using clienteling to improve the customer experience in our stores.
This business process is circular in nature and delivers real business value by optimizing customer relationships to build loyalty, increase customer spend, grow store revenue and reinforce selling best practices for sales associates. In addition to managing the process, a true clienteling solution allows you to monitor and measure effectiveness for continuous improvement.
Elements of a clienteling business process
--Targeted and relevant customer engagement and outreach
--Empowering sales associates to provide an exceptional in-store customer experience
--Relevant and timely follow-up with the customer
--Integrated monitoring and measurement
Clienteling’s first goal is to reach out and engage customers in a personalized and relevant manner to drive traffic into the store. This is one of the most commonly absent capabilities in solutions labeled “clienteling.”
Targeted and relevant customer outreach means identifying key information about a given customer and taking appropriate action. A simple example of this might be triggered by the introduction of a new brand in the retailer’s stores--knowing that certain customers have a preference for a specific brand or have made a purchase from that brand in the past, it would be a good practice to notify them of the new product introduction.
Customer contact could be initiated in one or more forms. If, for instance, your customers are segmented into tiers based on Recency-Frequency-Monetary (RFM) values, you might choose to simply send an email for those classified as mid-tier customers. For your most valuable top-tier customers, targeted outreach might involve creating a to-do for un assigned sales associate to
make a personal phone call to the customer.
There is so much to discuss in clienteling. There are some great organizations in our jewelry industry that make this their specialty, and I recommend you seek them out and stay away from the new iPad apps (and I love my apps.)
Clienteling isn’t just a product app either--you need to be able to have key access to information about your customers, and you can’t miss the chance to grab today’s shoppers. Missing a chance to build loyalty limits the value of these “save the sale” solutions.
Today’s customers expect you to know all about their interactions with your brand, but simply knowing is not enough.
With targeted customer engagement and outreach, a clienteling solution increases customer traffic into the stores, thereby increasing store sales.
By empowering sales associates to provide an exceptional in-store customer experience, it will increase store sales, and with relevant customer follow-up, a clienteling solution will improve customer satisfaction and build brand loyalty. All of these factors ultimately drive an increase in customer lifetime value for your store.
More on Other
The Latest
MajorsSep 29, 2025
Overnight Releases New Bridal CatalogThe “Volume 7” bridal catalog features best-selling engagement rings, trending styles, and a new section highlighting anniversary bands.
IndependentsSep 29, 2025
Mark Henry Jewelry to Debut in CanadaThe New York-based brand is set to launch a limited-time offering for the holiday season at Holt Renfrew in Toronto.
TrendsSep 29, 2025
Amanda’s Style File: Ear FocusMove over neck mess, the ear story is the way to make a layering statement today.
Weekly QuizSep 25, 2025
This Week’s QuizTest your jewelry news knowledge by answering these questions.
SurveysSep 26, 2025
Online Shopping, Influencers to Drive Holiday Spending, Mastercard SaysHoliday sales growth is expected to slow as consumers grapple with inflation and tariff-related uncertainty.
Events & AwardsSep 26, 2025
Winners of Austin Jewelry Design Contest Announced Jamie Turner Designs is among the winners of the local “Austin Shines” contest, hosted by Eliza Page, a jewelry store in Austin, Texas.
Brought to you by
reDollar.com Is Rolling Out the Next Level Jewelry, Diamond & Watch Consignment ProgramWith their unmatched services and low fees, reDollar.com is challenging some big names in the online consignment world.
TrendsSep 26, 2025
Piece of the Week: Kwit Jewelry’s Square Signet Pinky RingThe red and azure colorway is one of many fun enamel pairings offered, bringing whimsy to the classic style of a monogramed signet ring.
Policies & IssuesSep 25, 2025
JA CEO Provides Tariff Update Following Annual Fly-InA trade deal with Switzerland seems probable, but reaching an agreement with India remains a challenge, David Bonaparte said.
SourcingSep 25, 2025
2 African Countries Aim to Take Stake in De Beers Botswana’s president said his country wants a controlling share, while Angola envisions multiple countries holding minority stakes.
Lab-GrownSep 25, 2025
Kira Jewels Expands Lab-Grown Diamond ProductionThe manufacturer is adding 1,400 chemical vapor deposition (CVD) reactors to its growing facility in India.
IndependentsSep 25, 2025
Alex Moss’ New Flagship Brings Bold Jewels to SoHoThe jeweler to the stars has worked with Drake, A$AP Rocky, Tyler the Creator, and other celebrities.
WatchesSep 25, 2025
Wilson & Son Jewelers Donates to the Horological Society of New YorkThe Scarsdale, New York-based jeweler donated a professional-grade watch cleaning machine.
Policies & IssuesSep 24, 2025
Tariffs Throw Diamond Trade Into DisarrayThe 50 percent tariffs on diamonds shipped from India to the U.S. have pushed midstream manufacturers to the edge.
SourcingSep 24, 2025
De Beers Adopts New Strategies to Drive Natural Diamond Demand in IndiaDe Beers’ refreshed, multipronged approach, which includes generic promotions and retail partnerships, is delivering positive dividends.
Policies & IssuesSep 24, 2025
For Jewelry Manufacturers, Higher Tariffs Create Long-Term WorriesThey are trying to balance the need to sustain well-established relationships with the pressure higher tariffs have put on margins.
SourcingSep 24, 2025
A Helping Hand: An Effort to Boost Inclusivity in the IndustryJewelry manufacturer Jewelex has partnered with JOSH, an industry training center, on a program for people with disabilities.
CollectionsSep 24, 2025
Greenwich St. Jewelers Goes Back in Time With First Estate CollectionThe collection includes pieces dating back to the Victorian and Art Deco periods as well as mid-century and late 20th-century designs.
Policies & IssuesSep 24, 2025
Diamonds Do Good Names Marcus ter Haar as President-ElectHe previously served as co-chair of the nonprofit’s beneficiary committee.
CollectionsSep 24, 2025
Brilliant Earth’s New Jane Goodall Collection Calls for PeaceIts second collaboration with the conservationist features jewelry with dove and olive branch motifs.
SourcingSep 24, 2025
SRK Launches Kriam PharmaThe diamond manufacturer’s new company will provide accessible and affordable high-quality medicines across India.
ColumnistsSep 23, 2025
Quiet Luxury: What Fall’s Top Trend Means for JewelersEmmanuel Raheb shares tips on how a jeweler’s showcases, marketing, and social media presence can whisper, instead of shout.
MajorsSep 23, 2025
Ames Watson Completes $140M Acquisition of Claire’sThe private equity firm has a plan to revive the mall staple.
SourcingSep 23, 2025
Super Smalls’ New Book Introduces Kids to Gems, Fine JewelryThe “Super Book of Gems” dives into the Mohs Hardness Scale, the Four C’s, and designs from jewelers like Cartier and Bulgari.
MajorsSep 23, 2025
Mattioli Names Kering Exec as New CEOClaudio Pasta will take the lead at the Italian fine jewelry brand, succeeding company founder Licia Mattioli.
CollectionsSep 23, 2025
Monique Lhuillier Adds Fashion Jewelry to Kay Jewelers LineThe new lab-grown diamond jewelry offering is the latest expansion of the designer’s “Bliss” collection.
