About this webinar
We interviewed Christina, VP of Operations at Cos Bar and Kat Delacruz-Polk, senior operations director at Fabletics, to answer the question: What does Clienteling mean in an increasingly digital, interconnected world. How do we reconcile the in-store with the digital shopping experience in this fast-evolving retail context?
Webinar Summary:
Industry leaders Christina from Costbar and Kat Delacruz-Polk from Fabletics share their proven clienteling strategies that turn casual shoppers into loyal customers.
Costbar’s 3x3x3 Method: Personalization at Scale
Christina breaks down Costbar’s 3x3x3 method—a structured follow-up strategy that nurtures customer relationships:
- 3 Days after purchase: A simple thank-you message to reinforce the connection.
- 3 Weeks after purchase: A tailored product recommendation based on past interactions.
- 3 Months after purchase: A well-timed reminder for replenishment or re-engagement.
What started as a manual, paper-based system has now been digitized using Salesforce, enabling beauty specialists to track customer preferences, automate outreach, and measure engagement. This shift not only enhances the customer experience but also allows retailers to set performance KPIs and even tie clienteling efforts to employee incentives and bonuses.
Fabletics’ Omnichannel Approach: Seamlessly Engaging Shoppers
Kat shares how Fabletics balances clienteling across digital and physical retail spaces. Originally an e-commerce brand, Fabletics expanded into brick-and-mortar locations to provide in-person experiences that complement their online presence. Their goal? To meet customers wherever they prefer to shop—whether via mobile, desktop, or in-store visits.
Their clienteling strategy relies heavily on data-driven engagement and personalized outreach. Sales associates can access purchase history and preferences to offer tailored recommendations, leveraging tools like one-to-one text messaging for higher engagement. In fact, direct texting has proven more effective than email, driving foot traffic and increasing conversion rates.
VIP & Loyalty Programs: Elevating Customer Retention
Both brands emphasize the power of loyalty programs to keep customers engaged. Costbar’s “Because” program and Fabletics’ VIP program create exclusive experiences for top customers:
If you are interested to see how Salesfloor can help you get a competitive edge by using Salesfloor in your clienteling and virtual shopping operations, don’t hesitate request a demo with one of our specialists.
