Personalization at-scale for Retail
Current CX channels are saturated, increasingly expensive, and yielding diminishing returns. Meanwhile, consumers demand more: more community, more experiences, more connection.
There is an obvious approach to fill the CX gap: equip your customer-facing teams to deliver personalized CX. Unlike traditional approaches, SIX lets you do this at scale, unlocking the full value of personalization.
Use-Cases
SIX equips retail frontline team members to personalize their engagement with customers.
1. Clienteling (a new approach)
Retail associates or a designated concierge engagement expert uses SIX to engage with customers in-store or outside of the store experience. SIX scales unlike traditional clienteling.
Learn >
2. Local Store Experience
Customers have self-serve access to QR codes in-store, sharing localized sixes at product tables, services desks, community boards, or for events for example.
Learn >
3. Acquire new customers
Sixes created in clienteling and in-store experience also drive top-of-funnel - by digitizing the friends and family recommendation channel, by showing up as AI answers, and by educating employees.
Learn >
Business Impact
The employee channel drives effective and efficient revenue impact.
Increase Customer Revenue
"Companies that excel at personalization increase revenues by 5-15% compared to companies that don't."
McKinsey & Company
Improve Customer Acquisition
"48% of people talk to friends and family when they're discovering new products (compare this to 31% who use social media)."
PWC Retail Trends Report 2024
Drive Efficient Growth
"Acquisition costs have risen an average of 60% over the past 5 years. Companies need to do less paid marketing & more engagement."
McKinsey & Company
Clienteling
(a new at-scale approach)
Equip your frontline associates to personalize engagement with customers. Outcomes include a better CX, expand revenue, increased in-store conversion, and higher average order value.
1-1 engagement in-store via QR code
Collections - called Sixes - are available for frontline team members to use with customers in-store. Sixes can be product education, new launches, or special in-store offers for example.
In-app customer messaging
Frontline associates share pre-made or custom Sixes via Text, WhatsApp, Email, or private social. CRM customer data can be brought in at the local store level.
Dedicated concierge CX agent
Equip your concierge/support teams or a dedicated store engagement expert to send sixes; Use the desktop version and connected customer data to engage with customers.
Local Store Experience
Provide a local engagement experience for customers at product displays, service desks, checkout, printed take-aways, or on the hang tag. Outcomes include better CX and increased conversion.
Product Education
Mobile-ready collections of product lines, product comparisons, product education, or employee picks; Product Sixes also serve as employee education to enhance the customer experience.
Local Engagement
Share local relevant information at service desks, checkout, on printed take-ways, or digital signage for example. Include any call-to-action link such as events registration or local experience sign-up.
Hang Tag Solution
EU regulations will make digital tags a requirement. Use the opportunity to not only meet regulations, but also enhance and grow customer experience by including additional value-add content alongside.
Learn More >Acquire new customers
Sixes created in clienteling and in-store experience also drive top-of-funnel - by digitizing the friends and family recommendation channel, by showing up as AI answers, and by educating employees.
Activate Friends & Family channel
Brand consumers can easily share the Sixes they receive, unlocking powerful network effects. Consumers trust referrals from people they know over any form of traditional advertising, growing your reach in a powerful organic way.
Source for AI Answers
Make your Sixes AI-indexed to drive your GEO strategy and strengthen your AI search positioning. AI engines favor contextualized information from real people; Sixes are perfectly designed for this. Build with us! Contact us to join our "AI Answers" program.
Frontline Employee Education
Sixes include internal-only guidance that help train employees - increasing conversion and acquisition. Sixes can also be purpose-built to share important education to employees - highlight product comparisons, train on new product features or provide deeper knowledge on technical products - SIX provides the perfect mobile format.
Example Sixes in Retail
Map to the Customer Journey at Discover, Experience, Retention or Expand CX phases.
Showcase a new product collection with education, products, styling, and stories.
> View Six
Improve the customer experience with after-care resources, education, and related items for expand.
> View Six
Based on known customer preferences, share a personalized 1-1 engagement with a former customer.
> View Six
Meet EU regulations and expand the customer experience with additional value-add content.
> View SixA modern approach
Traditional clienteling solutions are complex, costly, and designed for luxury brands. SIX changes that — making it faster to launch, quicker to deliver value, and more cost-effective, so more brands can unlock the power of personalized recommendations at scale.
A Scalable Format
Our unique 'Sixes' format makes personalization scalable.
Not just products
True personalization goes beyond product recommendations.
AI-powered
AI powers every part of the lifecycle in SIX, from onboarding to recos.
Org Governance
Central management, yet employee-customized - for a scalable solution.
Easy to use
A consumer-style app for your employees to use.
Ecosystem
We connect quickly into your ecosystem, not replace core parts.
Customer Story
Effective and Efficient CX Engagement
Vestis Fashion Group is a retail company representing world-class brands Max Mara, Weekend Max Mara, Marella, and Max & Co in Western Canada.
The Challenge: Central to Vestis is their deep focus on the customer relationship; Vestis was seeking to grow this capability at-scale with their valued employees, and sought to master clienteling. However, they faced a common industry roadblock: most clienteling software requires a massive, complex store tech stack and months of technical implementation and training. Vestis needed a solution that was:
- Intuitive: Easy for sales associates to adopt immediately
- Agile: Launching without a total overhaul of existing systems
- Elegant: Reflective of the high-end aesthetic their customers expect, including not just products but also experiences
"We wanted to deepen our customer connections, but we didn't want to get bogged down in a year-long IT project. We needed a solution that quickly enabled our team do what they do best - engage and inspire." — Harriet Guadagnuolo, VP Retail
