Today’s beauty industry is shaped by two major forces: The evolving consumer and a volatile economic climate. 

Consumer preferences are shifting, driven by changing beauty standards and a demand for expertise and “cleaner” products. Simultaneously, economic factors, such as potential recessions and tariffs, are creating both challenges and opportunities for beauty retailers. 

This blog post will delve into these critical dynamics, offering strategies for businesses to thrive in this complex market.

The evolving beauty consumer

Hair trends and economic shifts
The beauty industry isn’t immune to economic pressures. There’s evidence that customers are opting for cheaper, lower-maintenance hairstyles and tipping less at salons. For example, some clients are extending the time between color treatments, citing economic concerns. This shift may indicate a decrease in consumer spending on non-essential beauty services. The “recession blonde” trend, where grown-out roots are embraced as a style choice, reflects this move towards low-maintenance beauty.  

Makeup and shifting beauty standards
Beauty standards are also subject to change, influenced by cultural and societal factors. Experts predict a move away from heavy glam towards more natural beauty looks, most recently dubbed “clean beauty”. Current beauty trends lean towards soft, refined nail aesthetics, long-wear, low-maintenance makeup, and an emphasis on hair health and repair. To remain relevant, beauty brands need to understand the root of these shifting appearances and evolve their understanding of consumers.  

Adapting product offerings

The rise of “clean beauty” presents opportunities for brands to expand their product offerings to include items that focus on health and wellness. This is especially important with current public health conversations that are happening in government and have been happening in a widespread way since the pandemic. 

The rise of aluminum-free deodorant formulations demonstrates the power of effective branding and product development. For example, Curie has successfully positioned its aluminum-free deodorant as a desirable product, leading to its introduction in major retailers like Target. This success is indicative of how aluminum-free deodorant is transitioning from a specialty item to a mainstream personal care choice, thanks to formulations and branding that resonate with today’s consumers.

Clean beauty’s newest frontier is the mouth, with products and ingredients designed to nourish the “oral microbiome”. New toothpastes, mouthwashes and tools promise to enhance mouthcare routines while providing additional health benefits, hoping to furnish “cleaner” alternatives to oral care incumbent brands. Conversations around ingredient safety in oral care wade close to controversial topics, like the role of fluoride in public health, and products require physicians to back up their claims. Therefore, brands that are looking to expand into this area will need to do significant research.

Economic factors and tariffs

Economic factors, including tariffs, significantly impact the beauty industry. The beauty industry relies on a complex web of international trade. Tariffs, taxes on imported goods, can disrupt this balance. 

Tariffs can lead to increased costs for consumers and businesses. Price increases can influence consumer behavior, potentially shifting loyalty to more affordable options. Additionally, tariffs can stifle innovation by causing companies to scale back on research and development. 

Supply chain disruptions are another concern, as companies may need to find alternative sourcing and manufacturing. The competitive landscape can also change, with local brands potentially gaining an advantage.  

Meeting customer needs

The beauty industry is seeing that consumers are increasingly seeking knowledge and expertise. Professional makeup artists are gaining prominence, offering tutorials that focus on education and technique. 

Greater makeup education is a win-win for brands. When consumers gain more skills, they’re not only able to use a wider variety of products, but they’re also more likely to become loyal, repeat customers who feel confident in their purchases. Brands can respond by investing in professionals to educate customers about their products. 

Digital clienteling solutions can also empower professionals to focus on building customer relationships rather than administrative work. By providing tools and technology that streamline tasks and provide customer and product insights, businesses can enable their staff to offer more personalized, attentive, and educational service. 

This can involve using clienteling systems to track customer preferences and purchase history, enabling personalized product recommendations and follow-ups. It can also include facilitating direct and ongoing engagement with customers, fostering stronger connections and loyalty.   

Bringing it all together

The beauty industry is at an inflection point. The trends discussed—from the rise of clean beauty and the impact of economic shifts to the demand for greater product knowledge—are reshaping the market. 

For beauty retailers, the key to future success in the modern beauty retail landscape hinges on building strong connections with customers. This requires not only offering relevant products but also providing expertise, personalized experiences, and a sense of community. 

As the industry continues to evolve, those brands that prioritize customer engagement and build trust will be best positioned to cultivate loyalty and achieve sustainable growth.

Learn more

If you want to learn more about how to build a community with your customers, you’re in the right place. 

Tulip Clienteling is the software that makes that happen. 

We help sales associates at iconic retailers, including COACH, Saks Fifth Avenue, Tory Burch and Michael Kors, know everything there is to know about their clients so they can serve them better. It’s why we’re the world’s leading clienteling solution.

Contact us today to chat with our team, or watch this demo of Tulip Clienteling in action.

Recommended reads

If you liked this blog, check out these other titles:

• Case study: Luxy Hair’s beauty eCommerce transformation
• Webinar: Clienteling is now for every retailer
• Blog: Navigating the unsettled state of retail

The post Beauty in the modern retail landscape appeared first on Tulip.

• Increase eCommerce order value by 136%
• Overcome eCommerce purchase hesitations
• Replicate in-store personalization online
• Use customer feedback to broaden audience reach

eCommerce presents a unique challenge for retailers.

Modern customers are at a crossroads. They love the convenience of eCommerce shopping, but crave the 1-to-1 personal connection from shopping in-store. This challenge is particularly prevalent in high-touch industries, like beauty and cosmetics.

So, how do retailers really connect with their online shoppers?

Read the full case study to see how Luxy Hair does it.

The post Luxy Hair’s beauty eCommerce transformation appeared first on Tulip.

Clienteling definition: Clienteling is the practice of developing one-on-one relationships with customers and should focus on empowering store associates to engage with customers proactively, intentionally, and most importantly, in a genuine way.

Clienteling has traditionally been associated with high-end retail, but now it’s a relevant strategy for businesses across all sectors. 

The focus has shifted from exclusive, personalized service for a select few to building authentic customer connections on a broader scale. 

This guide will illustrate how non-luxury retailers can effectively implement clienteling to enhance customer loyalty and drive sales.

The evolution of clienteling

Clienteling’s historical association with luxury retail stemmed from its inherent limitations in scalability. Traditionally, this practice relied on individual sales associates recording customer information in personal client books, a process inherently difficult to replicate in high-traffic, non-luxury environments. The rise of online shopping further compounded this challenge, making personalized interactions seem almost unattainable for many retailers.

However, clienteling has undergone a significant transformation, evolving to meet the demands of the modern retail landscape. Digital tools and cloud-based platforms have replaced pen and paper, allowing associates to access and update customer information in real-time, regardless of location. This shift enables omnichannel interactions, empowering retailers to engage with customers both in-store and online.

Essentially, what was once a practice exclusive to luxury brands, due to its resource-intensive nature, is now accessible to retailers across all verticals. 

eCommerce clienteling: Personalizing the digital space

eCommerce clienteling is about bringing the personalized touch of in-store service to online customers. It’s when associates proactively engage via email, text, or virtual appointments, offering assistance to online shoppers, including styling advice, or post-purchase support. 

This approach is particularly beneficial for direct-to-consumer (DTC) retailers who rely heavily on their online presence, as well as retailers with limited physical store locations. It allows them to cultivate strong customer relationships and drive sales even without an extensive brick-and-mortar network. By leveraging digital tools to personalize the online shopping experience, these retailers can create a competitive advantage and foster lasting customer loyalty.

Team-based clienteling: Collaboration over competition

Traditional clienteling, often seen in commission-based luxury environments, is typically built around the concept of individual ownership. Sales associates cultivate their own exclusive client lists, fostering relationships that directly impact their earnings. However, this model can create silos and limit collaboration, which isn’t ideal for most non-luxury retail environments. 

In these settings, a team-based approach, where everyone contributes to the overall customer experience and shares in the success, is more common. Additionally, non-luxury environments often experience higher staff turnover, making 1:1 client ownership impractical. Team-based selling ensures continuity of customer relationships, even when individual associates move on.

Modern clienteling platforms, with their cloud-based systems, are perfectly suited for team-based environments. These tools allow multiple associates to access and update customer information in real-time, ensuring a seamless and consistent customer journey. Instead of individual client books, shared digital profiles enable any team member to pick up where another left off, providing personalized service regardless of who is available.

This approach fosters a sense of collective responsibility and empowers the entire team to build strong customer-brand relationships.

Clienteling applications in different retail verticals

Now that we’ve explored how clienteling can adapt to different retail environments, let’s examine specific verticals and how they can leverage personalized customer engagement.

Beauty: In the beauty sector, clienteling can involve personalized skincare or makeup consultations, where associates provide tailored recommendations based on individual skin types, preferences, and concerns. Offering exclusive tutorials or virtual demonstrations of product application can further enhance customer engagement and build loyalty. Additionally, proactively reaching out with product updates or restock notifications for previously purchased items can drive repeat purchases.

Home improvement: The home improvement vertical sees many high-value repeat customers— professional contractors— who are important to build loyalty with so that they keep coming back. Clienteling in home improvement can also focus on providing tailored project advice, such as recommending specific tools, materials, or design solutions based on individual customer needs and project scopes. Offering virtual design consultations or personalized project planning sessions can help customers visualize their projects and make informed purchasing decisions. 

Accessories: For accessories retailers, clienteling can involve curating personalized collections based on individual style preferences, offering styling tips, and providing exclusive previews of new arrivals. Personalized recommendations based on previous purchases or browsing history can help customers discover new accessories that complement their existing wardrobes. Offering virtual styling sessions, or providing digital lookbooks that are specific to a customer’s style can elevate the customer experience.

Pets: Pet retailers can leverage clienteling by tracking individual pet needs, including dietary requirements, preferred food brands, and grooming schedules. Offering personalized food recommendations based on pet age, breed, and health conditions can build trust and loyalty. Facilitating appointment scheduling for in-store grooming services and sending reminders can enhance customer convenience.

Footwear: The footwear industry, particularly with niche markets like sneakerheads, offers significant clienteling opportunities. Associates can track customer preferences for specific brands, styles, and releases, providing personalized recommendations and early access to new products. Organizing exclusive events or collaborations with local sneaker communities can foster a strong sense of belonging and loyalty.

Home Decor/Furniture: Home decor and furniture retailers can build strong relationships with interior designers and stylists by offering personalized design consultations and product recommendations. Tracking customer preferences for specific styles, colors, and materials can enable associates to curate personalized product selections and project proposals. Clienteling tech can keep track of a customer’s progress room by room, so the retailer can keep them coming back as they work on large projects.

The fundamental principle remains consistent: understanding individual customer needs and providing relevant, personalized solutions. By adapting clienteling strategies to specific verticals, retailers can create more engaging and impactful customer experiences.

Bringing it all together

Clienteling has evolved from a luxury practice to a necessity for all retailers, thanks to digital advancements making personalized customer engagement scalable. 

Modern tools enable eCommerce and team-based clienteling, fostering stronger online and in-store relationships. This approach is adaptable across diverse retail verticals, from beauty to home improvement, demonstrating its broad relevance. 

By prioritizing individual customer needs and leveraging technology, retailers can build lasting loyalty and drive sales. The era of exclusive, pen-and-paper clienteling is over, replaced by accessible, tech-driven, and impactful customer connections.

Learn more

Ready to learn more about how clienteling can transform your business? You’re in the right place.

Tulip Clienteling is loved by the world’s most iconic retailers, including COACH, Saks Fifth Avenue, Tory Burch and Michael Kors. We want to add your name to this list.

Book a demo with our team today to see Tulip Clienteling in action.

Recommended reads

If you liked this blog, check out these other titles:

• Webinar: Clienteling is now for every retailer
• Webinar: How the world’s most iconic retailers connect with their customers
• Blog: What is the difference between CRM and Clienteling?

The post Guide to clienteling for non-luxury appeared first on Tulip.

Today’s retail world is a dynamic place. Shifting consumer behavior, the rise of e-commerce, and economic factors like tariffs are all pushing retailers, like Lululemon, to sound the alarm.

With retail spending slowing down, many retailers are strategically expanding what they offer and finding new ways to connect with shoppers. A big part of this is the renewed emphasis on the in-store experience. 

Even with the huge growth of online shopping, physical stores still have something special that a lot of customers value. Because of this, retailers are working hard to come up with strategies to get people excited about visiting their stores again. 

This blog will explore the different ways retailers across the industry are trying to bring more shoppers through their doors.

Focusing on community and connection

An important part of getting customers to come back to stores is focusing on community and connection. With retail spending slowing down, keeping the customers you already have is critical. If people are spending less overall, stores might see fewer new customers. Instead, shoppers tend to stick with brands they already know and like. This makes customer loyalty more valuable than ever.

So, retailers are really paying attention to creating a friendly and engaging environment in their stores. They want customers to feel welcome and connected to the brand. 

One of the best ways to do this is with customer connection. Store associates who regularly connect with their customers, even outside of the store,  can make a huge difference in creating a positive experience and building relationships with customers. Personalized recommendations, based on what customers like and what they’ve bought before, as well as remembering important dates like birthdays and anniversaries, also help to strengthen that connection. 

By focusing on great service and making customers feel like they’re part of a community, stores can build loyalty and become more than just a place to shop; they can become places where people interact and really support the brand.

Creating experiential retail

One of the most important things retailers are doing to attract customers is creating “experiential retail”. This means changing the focus from just selling stuff to prioritizing unique and engaging experiences when you visit a store. 

To make this happen, retailers are incorporating all sorts of interactive and immersive elements. For example, a lot of stores now host in-store events like product launch parties, book signings, and workshops. This turns the store into a place for entertainment and community, not just shopping. 

Brands like Alo, for example, are inviting shoppers to exclusive private shopping events, which creates a sense of exclusivity and helps build a stronger connection with the brand. 

On top of events, some retailers are designing immersive environments where customers can experience the products in a hands-on and memorable way. REI flagships, like the awesome store in Denver, Colorado, are a great example of this. They include interactive features like testing rocks in the shoe section and even climbing walls, so customers can actually “test drive” gear and connect with the brand’s adventurous spirit.

Leveraging in-store exclusives and promotions

Besides experiential retail, many retailers are also using in-store exclusives and promotions as a way to boost foot traffic. Offering products or deals that you can only get in the store is a compelling reason for customers to visit. 

This strategy plays into the desire for unique finds and the excitement of shopping in person. Also, using limited-time promotions and flash sales is a key way to encourage people to buy something right away. This tactic creates a sense of urgency, making customers want to act fast so they don’t miss out. 

Brands like Mejuri are also getting creative with things like in-store-only sweepstakes, where you have to visit the store for a chance to win merchandise. Promotions like these not only bring in more shoppers but also generate buzz and excitement around the brand.

The irreplaceable real-world experience

At the end of the day, retailers understand that physical stores offer something truly unique that online shopping can’t fully replicate: the real-world experience. 

In a world where we spend so much time interacting digitally, the chance to physically touch products, talk to knowledgeable people, and connect with a brand in person is appealing. 

By focusing on creating engaging environments, offering exclusive reasons to visit, and building a strong sense of community, retailers are not just trying to get customers back in their stores; they’re also redefining what the in-store shopping experience means in today’s world. 

Learn more

If you want to learn more about how to build a community with your customers, you’re in the right place. 

Tulip Clienteling is the software that makes that happen. 

We help sales associates at iconic retailers, including COACH, Saks Fifth Avenue, Tory Burch and Michael Kors, know everything there is to know about their clients so they can serve them better. It’s why we’re the world’s leading clienteling solution.

Contact us today to chat with our team, or watch this demo of Tulip Clienteling in action.

Recommended reads

If you liked this blog, check out these other titles:

• Webinar: Clienteling is now for every retailer
• Blog: Navigating the unsettled state of retail
• Blog: Love is in store: Bringing back customer intimacy

The post Why and how retailers are luring customers back appeared first on Tulip.

Shoptalk 2025 highlighted a significant turning point in retail: eCommerce isn’t just a trend, it’s the main event.

In stark contrast to earlier trade shows, where AI hype took center stage, this year’s event showcased a definitive shift towards optimizing and enhancing the online shopping experience. 

This isn’t just about adapting; it’s about dominating the digital frontier.

This blog post dives into the key trends that emerged from Shoptalk 2025, all converging on the central theme of eCommerce dominance. 

1. AI takes a backseat, but GenAI remains focused

At the beginning of the year at NRF 2025, the focus on AI was extremely prolific and generally centered around its role in augmenting humans, boosting profits, and streamlining operations. However, Shoptalk 2025 dialled discussion around it down to only two key sessions.

The two sessions, ‘Generative AI and the Next Generation of Search’ and ‘Using the Power of AI to Reach Customers Wherever They Are,’ focused primarily on practical, customer-facing applications of generative AI. Specifically, how GenAI is reshaping online discovery and leveraging it for eCommerce engagement.

While the broader AI discussions took a backseat compared to NRF, the spotlight on GenAI revealed a strategic shift towards tangible, eCommerce-focused applications. Instead of just theoretical discussions, Shoptalk 2025 showcased how generative AI is being used to revolutionize the online shopping experience.

2. eCommerce personalization supersedes in-store

It wouldn’t be a retail event without conversation around personalization. However, at Shoptalk 2025, similar to the discussions around AI, the focus on personalization was notably centered within the context of online shopping, as evidenced by sessions like ‘Ecommerce Personalization that Creates Joy (And Drives Sales)’.

This highlights an interesting and increasingly dominant trend in retail: The evolution of eCommerce into a highly personalized, experience-driven platform. Retailers are recognizing that the online shopping landscape is shifting, demanding a more tailored approach to meet evolving customer expectations.

Speakers at Shoptalk 2025 emphasized the importance of leveraging data analytics to understand individual shopper preferences, behaviors, and purchase histories. This data is then used to create personalized experiences —no matter the channel— via product recommendations, curated lookbooks, and dynamic content that resonates with each customer.

3. A 2025 eCommerce boom?

‘Unified Commerce’, ‘eCommerce’, ‘omnichannel’, ‘digital channels’… whatever you call it, Shoptalk 2025 showcased a clear trend— retailers are doubling down on optimizing and enhancing the online shopping experience.

This isn’t just about tweaking existing websites; it’s a fundamental reimagining of the digital storefront. Sessions delved into the intricacies of optimizing online checkout processes, enhancing mobile shopping experiences, and leveraging data analytics to personalize every touchpoint. The message was clear: eCommerce is not just a channel; it’s the primary battleground for retail success.

But why this intense focus on eCommerce? Several factors likely contribute to this shift including: The lingering impact of changing consumer habits, economic uncertainty and the rise of value-driven shopping, technological advancements and the democratization of digital tools, and the evolution of social commerce and influencer marketing.

This heightened focus on eCommerce is not just a temporary trend; it’s a reflection of the evolving retail landscape. Retailers are recognizing that the future of retail is increasingly digital, and they are investing heavily in building robust and engaging online shopping experiences. 

4. Building brand authenticity and trust

In an age of information overload, brand authenticity and trust are more critical than ever. Shoptalk 2025 emphasized the importance of brands connecting with customers on an emotional level, communicating their values, and demonstrating social responsibility. 

Consumers are increasingly discerning, seeking brands that align with their beliefs and priorities. Sustainability, ethical sourcing, and community engagement were frequent topics of discussion in sessions like ‘Crafting Relevant, Modern Brand Stories Through Creativity, Heritage, and Sustainability’ and ‘(Re)-Defining and Communicating Brand Values’. Brands are realizing that building trust is not just about marketing; it’s about demonstrating genuine commitment to their values.

In the context of eCommerce, this translates to ensuring that online platforms reflect the brand’s values and commitments. This includes clear and accessible information on ethical sourcing, sustainability practices, and social initiatives. Retailers must also be prepared to engage with customers on social media and other online platforms, addressing concerns and demonstrating accountability. 

5. Value optimization in a changing economy

With economic uncertainties looming, value optimization was a key focus at Shoptalk 2025. Retailers are exploring innovative ways to provide value to customers while maintaining profitability. 

This includes optimizing pricing strategies, personalizing promotions, and leveraging data analytics to make informed decisions. Sessions like ‘Creating and Communicating Value to Customers’ and ‘Thinking Strategically About Pricing and Promotions’ highlighted the importance of understanding customer price sensitivity and tailoring offers accordingly. Retailers are also exploring new models, such as subscription services and loyalty programs, to enhance customer value. 

Beyond traditional pricing and promotions, retailers are also looking at how to build long-term value through customer relationships. This involves investing in customer service, personalized omnichannel experiences, building brand loyalty, and overall creating a community around the brand.

Bringing it all together

Shoptalk 2025 showcased a retail industry rapidly transitioning to a digital-first era, where generative AI is driving eCommerce innovation, personalization is focused on creating joyful online experiences, and retailers are doubling down on optimizing their digital storefronts. 

Building brand authenticity and navigating consumer activism through transparent online practices emerged as crucial for fostering trust, while value optimization in a changing economy demanded innovative pricing and customer relationship strategies. 

Ultimately, the event highlighted that retailers who prioritize technology, personalization, and authentic brand connections will thrive in this dynamic, digitally-driven landscape.

The post Shoptalk 2025: Breaking down the top 5 trends appeared first on Tulip.

• What eCommerce clienteling is
• Best practices for eCommerce clienteling
• How eCommerce clienteling drives 86% higher sales values

eCommerce Clienteling can make up 50% of total eCommerce sales, yet 99% of brands don’t know what it is.

If this is you, don’t worry, we’ve got you covered.

This case study explores what eCommerce Clienteling is and how one global retailer leverages Tulip Clienteling to do it.

Read the full case study now.

The post How eCommerce clienteling drives 86% higher sales values appeared first on Tulip.

Retail is in flux. The industry has always evolved, but today’s shifts feel more like tremors. 

Shoppers are more cautious, storefronts are closing, and retailers are being forced to navigate a complex mix of economic pressures, consumer skepticism, and operational challenges. 

Tariffs continue to impact costs, consumer confidence is shaky, and waves of layoffs and restructuring are reshaping the workforce. On top of that, consumer activism is a significant and evolving force in today’s world, with customers holding brands accountable in real time. 

This blog unpacks these challenges and offers strategies to help retailers not just survive but build resilience in an unpredictable landscape.

The lasting impact of tariffs

Tariffs have always been a part of U.S. trade policy, but today, they’ve taken on new weight. Recent tariff policies have become more aggressive, and other countries are responding in kind, escalating the pressure on global trade. 

The result? Higher costs for imported goods—particularly from China—are squeezing retailers. Small and mid-sized businesses, already operating on thin margins, are feeling it the most. According to experts,  tariffs have led to billions in added costs,  driving up consumer prices and cutting into retailer profits. 

As retailers absorb these costs, they’re being forced to make tough decisions—whether to raise prices, renegotiate supplier agreements, or rethink product sourcing altogether. Some may shift production to other countries, while others look for efficiencies elsewhere in their operations. This isn’t just a policy debate—it’s actively shaping pricing strategies, supply chain decisions, and overall business viability in real-time.

A cycle of uncertainty: Hesitant consumers, cautious retailers

Inflation, recession fears, and global instability have consumers thinking twice about their spending. They’re prioritizing necessities, delaying big purchases, and watching their wallets more closely. 

In response, retailers are treading carefully—managing inventory conservatively and rethinking expansion plans. This creates a feedback loop: consumer caution fuels retailer caution, which then reinforces consumer hesitancy. 

Recently, The Conference Board’s Consumer Confidence Index® experienced its largest monthly decline in consumer confidence since August 2021, dropping 7.0 points to 98.3. This marked the third consecutive monthly decrease, reflecting this trend, and showing a steady decline in spending sentiment. 

For retailers, this means navigating a landscape where predictability is in short supply. With consumer confidence slipping, demand is harder to forecast, making it crucial for businesses to stay agile—adjusting pricing strategies, refining inventory management, and leaning into data-driven decision-making. Those who can balance caution with innovation—offering value, flexibility, and personalized experiences—will be best positioned to weather the uncertainty and emerge stronger.

Layoffs and restructuring: Reshaping the workforce

It’s impossible to ignore the headlines—big retailers are downsizing, restructuring, and rethinking their strategies. But these layoffs aren’t just about adopting new technology. With cautious consumer spending and shrinking margins, many retailers are cutting jobs simply to stay profitable. At the same time, the rise of automation, AI, and eCommerce sales are reshaping how stores operate.

For retail workers, this shift brings uncertainty—but also an opportunity. As the industry evolves, the roles of store associates are changing. Instead of focusing solely on transactional tasks, employees who are trained in digital tools, data-driven selling, and personalized client interactions will be indispensable. 

Retailers that invest in upskilling initiatives—teaching associates how to use AI-driven insights, clienteling platforms, and omnichannel fulfillment systems—won’t just retain valuable employees, they’ll create a workforce that enhances the customer experience in ways technology alone cannot. The future of retail isn’t just about automation; it’s about combining technology with skilled, knowledgeable associates who can build lasting relationships with customers.

Consumer activism: Boycotts and brand accountability

Today’s consumers aren’t just buying products—they’re buying into values. More than ever, shoppers are using their purchasing power to support brands that align with their beliefs and boycott those that don’t. 

From social justice issues to sustainability, customers are scrutinizing companies and holding them accountable. The speed of social media amplifies these movements, making it easy for a single misstep to escalate into a full-scale backlash.

To navigate this landscape, retailers must be proactive, not reactive. It’s not enough to issue a statement when controversy arises—brands need to integrate their values into every aspect of their business. This starts with transparency. Companies should ensure their websites are up-to-date with clear information on their corporate values, social initiatives, and ethical commitments. 

But just as importantly, these values must be lived, not just listed. Employees should be educated on the brand’s mission and trained to embody those principles in their interactions with customers. When associates can confidently speak to a company’s values, they reinforce trust and credibility, making it easier for customers to stay loyal even in moments of public scrutiny.

Retailers who approach consumer activism with authenticity and consistency will be better equipped to navigate boycotts, maintain customer loyalty, and build a brand that stands the test of time.

How retailers can stay resilient

In this unpredictable landscape, resilience is about more than just survival—it’s about adaptation. Retailers need to make strategic choices that not only help them weather uncertainty but also position them for long-term success. 

That means:

• Enhancing agility with data-driven decision-making: With shifting consumer confidence, demand forecasting is more difficult than ever. Retailers must rely on real-time data and AI-powered insights to make the right decisions.
• Investing in workforce transformation: Technology is changing retail, but the human connection remains irreplaceable. Retailers that prioritize upskilling and equip their associates with the right tools—like AI-assisted recommendations and omnichannel clienteling solutions—will create deeper customer relationships and drive loyalty.
• Aligning brand values with consumer expectations: Transparency isn’t optional. Consumers want to know where brands stand, and they expect authenticity at every touchpoint. Ensuring store associates understand and embody brand values can be just as critical as marketing campaigns.

This is where Tulip can help. 

By empowering associates with clienteling tools, AI-driven insights, and omnichannel capabilities, Tulip enables retailers to personalize experiences, build stronger customer relationships, and drive revenue—even in times of uncertainty. 

In an industry facing rapid change, those who blend technology with human expertise will be best positioned to thrive.

Learn more

Ready to build resilience in your business? Book a demo with our team today to see how our solutions can help you navigate today’s retail challenges and position your brand for long-term success.

Recommended reads

If you liked this blog, check out these other titles:

• Webinar: The state of clienteling for 2025
• Webinar: Clienteling is now for every retailer: How to build authentic customer connections
• Blog: Sustainability in retail: a deep dive into the lesser known initiatives

The post Navigating the unsettled state of retail appeared first on Tulip.

Think about the last time you shopped at your favorite store. Maybe you browsed online first, checked if something was in stock, then visited in person—only to find the associate had no idea what you were talking about. Or maybe you bought something online, but returning it in-store felt like an interrogation. Frustrating, right?

That’s where omnichannel integration comes in. It’s not just about having multiple ways to shop—it’s about connecting them so customers can move between channels without hitting roadblocks. 

Too often, retailers treat their online and in-store experiences like separate worlds, leaving customers stuck in the middle. The good news? With the right strategy and tools, you can unify your systems, empower your teams, and create a truly omnichannel shopping experience. 

This blog breaks down how to make that happen with 4 best practices for omnichannel integration.

1. Start with a unified customer profile

A customer, Alex, has been eyeing a pair of sneakers online. They add them to their cart but don’t check out. A few days later, they walk into your store, and an associate greets them—totally unaware that Alex was just debating this exact purchase. Instead of picking up where the online journey left off, the associate starts from zero, and Alex walks out empty-handed.

This disconnect happens all the time when retailers don’t have a unified customer profile. Omnichannel integration means bringing together every customer interaction—online, in-store, via email, and even social media—so nothing falls through the cracks. With an omnichannel clienteling solution, your team can see that Alex was interested in a specific pair of sneakers, and the sizes, colors, and styles they’re interested in. Armed with this information, the associate can then proactively offer to check stock, offer accessories that compliment the sneakers, or give Alex information about an exclusive new line in the same style, even if it’s the first time they’re ever interacting with each other.

2. Integrate systems for a single source of truth

A customer walks into a store looking for a jacket they saw online. The associate checks their local inventory—no luck. They have no way of knowing if another location has it, and the best they can do is send the customer back to the website or suggest something similar. Frustrated, the customer leaves without buying anything.

This is what happens when retail systems don’t talk to each other. Customer data and inventory details get trapped in silos—eCommerce knows one thing, POS knows another, and each store operates in its own bubble. A true omnichannel integration means pulling all that data together into a single source of truth, so no matter where or how a customer shops, every team has the same up-to-date information.

Now, imagine the opposite scenario. The associate looks up the customer’s profile and sees they added the jacket to their online cart last week. They check real-time inventory across all locations and find one in stock at another store just a few miles away. With a few taps, they reserve it for pickup or even arrange to have it shipped directly to the customer’s home. Instead of walking away empty-handed, the customer gets exactly what they want—without the hassle.

3. Personalize communication across channels

Nobody likes feeling like just another number in a sea of customers. Yet, how many times have you received an email or message from a brand that felt completely generic? If you’re like most people, it probably didn’t spark much excitement to engage.

That’s where omnichannel integration really shines. When you can personalize communication across all channels, you make customers feel seen and valued. Whether it’s a follow-up email, an in-store interaction, or a text message, the key is to tailor your outreach based on what you know about the customer from their past interactions.

For example, imagine a customer named Sarah who bought a dress online. A few weeks later, she gets a personalized text from the store associate who helped her, asking how the dress is working out and suggesting a pair of shoes that would go perfectly with it. She’s not getting a blanket “We miss you” message from the brand, but a thoughtful suggestion based on her actual purchase history. That’s what turns a transaction into a relationship.

4. Optimize the in-store and online connection

Customers expect the best of both worlds when it comes to shopping. They want the convenience of browsing online with the hands-on experience of shopping in-store, and they want it to feel like one smooth journey. If a customer browses your website, adds something to their cart, and then walks into the store to pick it up, it shouldn’t feel like a different world. That’s where a strong omnichannel strategy comes into play.

For example, imagine a shopper, Rachel, who spots the perfect coat on your website, adds it to her cart, and chooses to pick it up in-store (BOPIS). When she arrives, a sales associate pulls up her profile, sees the coat she’s interested in, and can quickly confirm its availability. If Rachel decides to try it on, the associate can suggest other items based on her past purchases or current preferences. When she’s ready to check out, the associate uses a mobile POS system to complete the transaction anywhere in the store.

The real magic happens when you make the digital and physical experiences work together effortlessly—whether it’s through BOPIS, appointment-based shopping, easy returns, or live chat with in-store experts.

Bringing it all together

To truly master omnichannel integration, the goal is simple: create a shopping experience where every channel connects and customers feel recognized no matter how they engage with your brand. Here’s a recap of the best practices for making that happen:

1. Start with a Unified Customer Profile: Build a 360-degree view of your customers by consolidating data from all touchpoints, so no matter where or how a customer interacts with your brand, you’re ready to offer tailored service.
2. Integrate Systems for a Single Source of Truth: Eliminate silos by connecting your CRM, POS, eCommerce, and clienteling tools, ensuring all teams have access to the most up-to-date customer info.
3. Personalize Communication Across Channels: Leverage your integrated system to deliver personalized messages and offers based on customer preferences and history, whether online or in-store.
4. Optimize the In-Store and Online Connection: Make it easy for customers to move between the digital and physical shopping worlds—whether that’s by offering BOPIS, mobile POS, or live chat with in-store experts.

With these best practices, your omnichannel strategy can not only meet—but exceed—customer expectations, leading to stronger engagement and long-term loyalty.

Learn more

Want to learn more about the solutions behind the experiences at the world’s most iconic retailers like David Yurman, Versace, Jimmy Choo, Mulberry, Saks Fifth Avenue, Ferragamo, COACH, and Michael Kors?

Check out Tulip’s mobile-first omnichannel Clienteling, Online Assisted Selling, and Point of Sale solutions or book a demo today to see them in action!

Recommended reads

If you liked this blog, check out these other titles:

• Webinar: Enabling omnichannel retail through appointments
• Webinar: The ROI of customer outreach: Maximizing sales through virtual clienteling
• Webinar: Driving retention through CX excellence: How little things can lead to memorable moments

The post 4 best practices for mastering omnichannel integration appeared first on Tulip.

Valentine’s Day reminds us of the importance of meaningful relationships—but why limit that sentiment to just one month? In retail, love means showing customers that they matter through emotionally memorable experiences that go beyond the transactional.

In this blog, you’ll learn how embracing thoughtful, personalized experiences can help retailers cultivate lasting customer relationships and foster a sense of customer intimacy. We’ll explore how personalization, empowered associates, and technology can make love a year-round sentiment in retail.

Personalization is the love language of retail

Too often, retailers talk at customers through one-size-fits-all marketing messages. The brands that win today are those that foster genuine conversations and build trust through personalized interactions with their customers. 

Customers crave personalized experiences because they want to feel seen and understood. In an age where consumers are bombarded with generic, flashy marketing messages. To stand out, you need more than just great products — you need to engage with customers in a way that shows you care. Just like any meaningful relationship, customers respond to brands that listen, anticipate their needs, and show that they care. Personalization in retail is how you build these connections, making customers feel valued and appreciated.

Think of a sneaker brand that takes the time to learn a customer’s preferences for color, style, and size of shoes and stores those notes. When that customer returns to the store, they’re greeted not by a random assortment of products but by a curated selection that matches their past purchases and personal style. Even when not in-store, the customer knows they’re top of mind for the retailer when an associate follows up with a thoughtful message about a relevant new brand collaboration they might love.

Or imagine a skincare brand that remembers a customer’s previous purchases and proactively reaches out when it’s time for a replenishment. Instead of a generic promotion, they recommend complementary products tailored to the customer’s unique skincare goals.

Empowering store associates to spread the love

How can retailers leverage deep personalization as a love language for their customers? The main way is through their associates. Associates are the names and faces that customers will associate with the brand. And when empowered with deep personalization, they become trusted advisors—or even friends—who truly understand their customers’ needs. 

To create these meaningful, personalized experiences, associates need to be equipped with the right tools to spread the love effectively. Tulip’s customer-centered solutions do exactly that. 

Tulip Clienteling is used in-store to gather insights about customers and personalize their experience based on individual preferences. This allows associates to understand a customer’s past purchases, style choices, and even previous interactions, ensuring that every visit is special— think of the previously mentioned sneaker and skincare brands. This approach turns associates into trusted advisors, making customers feel valued and heard.

With Tulip Online Assisted Selling, the personalization extends to online shoppers as well, offering a tailored experience while they browse the website. Imagine a customer looking for a wedding guest dress—something that will keep her cool in warm weather, with floral patterns suitable for a garden wedding, and nothing white. Using Tulip, an associate can take these details and create a personalized lookbook for the customer, suggesting not only dresses that meet her specifications but also shoes, jewelry, and accessories that would complement the look. This type of assistance makes online shopping feel just as personal and engaging as a visit to a store, strengthening the connection between the customer and the brand.

By equipping associates with tools like Tulip Clienteling and Online Assisted Selling, retailers can ensure that every customer interaction, whether in-store or online, feels personalized and meaningful. This level of service doesn’t just elevate the customer experience—it creates lasting relationships that keep customers coming back.

Bringing it all together

Loving your customers should not be reserved for just one month—it should be a year-round commitment in retail. By embracing personalization and empowering associates with the right tools, retailers can transform every customer interaction into a meaningful experience.

Customers today crave authentic connections, and the brands that succeed are those that show they care by providing thoughtful, tailored service. Whether through in-store engagement or personalized online shopping experiences, these emotional touchpoints create lasting relationships that keep customers loyal. 

When love is at the heart of the customer experience, brands build more than just transactions—they cultivate bonds that last a lifetime.

Learn more

To learn more about Tulip Clienteling or Tulip Online Assisted Selling which are loved by the industry’s most iconic retailers book a demo with our team— we’d love to hear from you!

Recommended reads

If you liked this blog, check out these other titles:

• Webinar: The art of loving your customer: How to build customer relationships that last
• Webinar: How the world’s most iconic retailers connect with their customers
• Blog: What the return of personal style means for retail

The post Love is in store: Bringing back customer intimacy appeared first on Tulip.

As retail continues to evolve, one thing remains clear: personalized customer engagement is no longer a luxury—it’s a necessity. Clienteling has emerged as a powerful strategy for retailers to build stronger relationships, boost sales, and stay competitive in an ever-changing market.

In this blog, we explore five key clienteling trends shaping retail going into 2025, backed by Tulip’s own data and insights. 

From the growing adoption of chat-based communication channels to regional preferences and higher sales values from clienteled customers, these trends reveal actionable strategies to help retailers thrive.

Trend #1: Clienteling usage is increasing globally

Clienteling is no longer confined to luxury brands — it’s becoming a widespread practice across all levels of retail. Over the past year, the number of clienteling communications per store increased by 28%, based on a global sample of stores spanning 39 countries across North America, Europe, the Middle East, and Africa (EMEA), as well as Asia-Pacific (APAC). This significant rise reflects a broader strategic shift to clienteling as a practice.

Retailers are investing in clienteling solutions to empower associates to build stronger connections with customers. By setting goals and metrics around clienteling outreach, retailers are keeping associates engaged and accountable for personalized communication efforts. As a result, customers are more engaged, appreciating the tailored attention and recommendations they receive. This trend signals that clienteling is not just a tactical tool — it’s becoming a strategic pillar of modern retail.

Trend #2: There has been a shift toward chat-based communication channels

While email has long been a cornerstone for branded, large-scale messaging, its dominance is declining. In 2022, email accounted for 65% of all customer communications, but that number has dropped to 41% in 2024—a 24% decrease.

As email has lost ground, text messaging and social messaging have stepped up. Text messaging increased from 26% of communications in 2022 to 39% in 2024, making it the fastest-growing channel. Social messaging through apps has also seen growth, rising from 6% to 14% of total communications over the same period.

The overall trend is clear: Chat-based messaging is rapidly gaining momentum as the preferred way to foster meaningful, two-way conversations with customers as email declines.

Trend #3: Global preferences for instant messaging vary by region

Clienteling communication strategies need to be tailored by region, as preferences for communication channels can vary significantly across the globe.

In North America, text messaging is surging in popularity due to its informal, personal nature. For many consumers, text is the primary way they communicate with friends and family, making it a natural and well-received choice for interactions with retail associates. Unlike email, which can feel too formal and one-sided, text messaging fosters a more personal and engaging experience. As a result, text has rapidly become a preferred method for 1:1 communications in clienteling.

In the EMEA region, email continues to be the most widely preferred communication channel, largely because of its formality and the more traditional, professional relationship between brands and customers. European retailers often go the extra mile by curating beautiful, branded email templates that offer personalized communication while maintaining brand aesthetics. WhatsApp, however, is also growing in popularity as a more personal and immediate method for 1:1 customer communication—this mirrors how consumers in the region use WhatsApp to stay connected with loved ones.

In the APAC region, social messaging channels like WeChat and iMessage are the preferred methods of communication. These platforms offer immediate, interactive, and personal communication, making them ideal for creating a two-way dialogue with customers. In contrast, email is typically seen as a more formal business tool, while text messaging is often viewed as spam. This preference for social messaging highlights the importance of integrating these channels into clienteling strategies, particularly in markets where social apps dominate communication.

The varying preferences across regions underscore the need for brands to adapt their clienteling strategies to local cultural expectations. By understanding regional communication preferences, brands can meet customers where they are, ensuring more personalized and effective interactions.

Trend #4: Intimate communication channels drive the most sales

While email remains the most commonly used communication channel worldwide, it has one of the lowest conversion rates—just 3.4% from send to purchase. This low conversion could be attributed to email’s use as more of an informational tool, often employed for inviting customers to upcoming events or promotions.

In contrast, more intimate channels like mail, voice calls, and WhatsApp show much higher conversion rates. These channels achieve conversion rates of 9.2%, 8.5%, and 7.9%, respectively. The key differentiator here is personalization—customers view these channels as methods for engaging with friends and family, making them more likely to respond positively to communications.

Interestingly, mail—which includes personalized notes, thank-you cards, and birthday greetings—boasts the highest conversion rate of all, but it’s also one of the least used channels by volume. Retailers typically reserve this method for VIP clients, making it a more exclusive and meaningful touchpoint.

When choosing clienteling communication channels, retailers must strike a delicate balance. While it’s important to prioritize the channels customers prefer, it’s equally essential to focus on those with higher conversion potential. The effort required for these more intimate channels must also be weighed, as they can take more time and resources but often deliver stronger results.

Trend #5: Customers who are engaged through clienteling spend more than those who are not

Clienteling not only helps influence more sales, but those sales are, on average, of much higher value. The average order value (AOV) of sales influenced by Tulip clienteling has grown from being 113% higher than total sales AOV to 136% in just the last 12 months.

This trend shows that sales generated through clienteling are at least twice as valuable as the average sale, emphasizing the importance of investing in personalized, one-to-one interactions.

This data demonstrates that clienteling communications lead to higher sales values, and customers engaged through clienteling spend twice as much as those who are not. Retailers investing in a clienteling solution like Tulip can reliably drive the highest-value sales, making it a crucial strategy for boosting overall revenue.

Bringing it all together

The trends we’ve explored highlight the growing importance of clienteling in driving sales and building stronger customer relationships. To capitalize on these insights, retailers should:

1. Prioritize Personalized Communication: With customers increasingly gravitating toward more intimate, chat-based channels, it’s vital to focus on personalized, one-to-one interactions. Whether it’s text messaging or social media, these channels are where your customers are most engaged.
2. Adopt a Regional Approach: Understanding regional preferences is key to effective communication. Tailor your clienteling strategy to align with the unique preferences of customers in North America, Europe, or the Asia-Pacific region, ensuring your messaging resonates with each audience.
3. Invest in Clienteling Technology: The data speaks for itself—clienteling drives not only more sales but higher-value ones. By leveraging tools like Tulip’s clienteling solutions, you can empower your associates to build deeper, more meaningful relationships with customers, ultimately boosting AOV and long-term customer loyalty.
4. Measure and Adapt: Keep a close eye on your metrics—conversion rates, engagement levels, and customer spending. Continuously refine your strategies based on performance to ensure you’re always optimizing for success.

By aligning your communication strategies with these trends and investing in the right tools, you can drive higher-value sales, enhance customer loyalty, and ultimately, see a significant return on investment in your clienteling efforts.

Learn more

To get even more insights on the clienteling trends, watch this webinar: The state of clienteling for 2025: Analyzing the top 6 trends in clienteling.

Or, if you want to learn more about Tulip Clienteling, check out our brochure or book a demo to see it firsthand.

Recommended reads

If you liked this blog, check out these other titles:

• Tulip Clienteling Benchmark Report: A channel-by-channel analysis of how retailers drive ROI
• Webinar: The ROI of customer outreach: Maximizing sales through virtual clienteling
• Webinar: Driving retention through CX excellence: How little things can lead to memorable moments

The post 5 clienteling trends going into 2025 (and how to capitalize on them) appeared first on Tulip.