# Clienteling *Clienteling* # EVA Clienteling turns every interaction into something personal Clienteling software for enterprise retail, built into your platform, not on top of it. Give store associates a real-time, unified view of every customer and make every interaction one to remember. --- *Customer intelligence* ## Clienteling software that turns customer intelligence into action The EVA Clienteling Framework brings together customer profiles, AI-driven recommendations, communication tools, workflows, and performance insights into a single connected ecosystem. Instead of managing disconnected systems and fragmented customer data, retailers gain a unified foundation for understanding customers, identifying opportunities, and delivering personalized experiences at scale. \ By turning customer intelligence into actionable engagement, teams can strengthen loyalty, improve productivity, and drive measurable business growth. ![EVA Clienteling Framework diagram showing seven connected capabilities: Customer 360, Recommendations, Task Management, Rule Engine, Templates, Channels and Consent, Performance, and Guardrails, all built on the EVA unified commerce platform](https://cdn.sanity.io/images/zr9y60d3/production/f4f689b3391cde2f65abdf28194b1eaa49bfca94-2816x1584.png) --- *Unified clienteling* ## Every customer insight becomes a business opportunity Built on a shared real-time data foundation, the EVA Clienteling framwork helps retailers deliver more personalized experiences and stronger customer relationships. ![EVA Clienteling Customer 360 profile showing loyalty status, points balance, upcoming appointment, product suggestions, and wishlist for a store associate in the EVA App Suite](https://cdn.sanity.io/images/zr9y60d3/production/ecbe4d0a292493e71e3ab278418cfe87ce200486-896x896.png) ### Customer 360 A single, real-time view of every customer across all stores and touchpoints. Purchase history, loyalty activity, wishlists, appointments, and engagement history unified in one profile. ![EVA Clienteling product recommendation view matching a Chunky Pure Cashmere Turtleneck Jumper to the highest-scoring customers, with Sarah Jones shown as a high match at five out of five stars](https://cdn.sanity.io/images/zr9y60d3/production/6b89a693eb462b860636362c87400e7939686c7d-896x896.png) ### Recommendations Context-driven suggestions built from the full customer profile. EVA recommends the right product for the customer and the right customer for the product, in both directions. ![EVA Clienteling channels overview showing WhatsApp, iMessage, Telegram, WeChat, and Facebook Messenger connected through the EVA unified commerce platform for omnichannel customer outreach](https://cdn.sanity.io/images/zr9y60d3/production/4b4ae3d057f8da1964e0e80bc18211590f02f7ee-896x896.png) ### Channels & Consent One environment for communication across email, WhatsApp, SMS, and more. Every message is connected to the same customer profile and compliant with national regulations. ![EVA InPerson appointment calendar showing upcoming in-store bookings including styling consultations and beauty tutorials, integrated with the EVA Clienteling platform](https://cdn.sanity.io/images/zr9y60d3/production/539e2013ff3d145f9306a44c070f3d95fa914429-896x896.png) ### Appointments Seamless in-store appointment scheduling fully integrated with customer profiles, task management, and calendar. Associates walk into every visit prepared with the complete customer picture. --- *On the shop floor* ## Real retail moments where EVA makes the difference Every day on the shop floor brings situations that test how well your systems support your people. EVA turns the most common clienteling moments into seamless, informed interactions, without adding complexity for the associate. ![EVA Clienteling QR code customer onboarding screen allowing a new customer to self-register on their own device in-store, enabling instant loyalty enrollment and profile creation](https://cdn.sanity.io/images/zr9y60d3/production/05cd9e6a2db88775fabe68eccc8a41dff2a506a8-2304x1296.png) *Customer recognition* ### Know exactly who just walked through the door A loyal customer or a first-time visitor, the associate sees the full picture the moment someone is identified. A quick scan or name search opens purchase history, wishlist items, and the last interaction across every channel. The conversation starts in exactly the right place. ![EVA Clienteling recommendation engine showing Sarah Jones as a high match at five out of five stars for a new product, overlaid on a customer unboxing a retail order](https://cdn.sanity.io/images/zr9y60d3/production/c3a3f2a90c4705d8d0d87d8fa54b49fb1f07d5a2-2304x1296.png) *Product matching* ### Turn every new arrival into a targeted outreach opportunity A new product comes in and EVA already knows which customers are the strongest match based on purchase history and wishlist activity. The associate sees a ranked list and reaches out immediately with context already attached. ![Customer receiving a personalized WhatsApp message from a store associate using EVA Clienteling, showing how retailers can reach customers directly through their preferred messaging channel](https://cdn.sanity.io/images/zr9y60d3/production/89b4604314c89a5600b5e4712e3467736e0c949b-2304x1296.png) *Re-engagement* ### Never let a valuable customer go quiet unnoticed A high-value customer has not visited or responded in weeks. EVA surfaces a re-engagement task automatically with full context attached including last purchase and time since last contact. ![Store associate viewing EVA Customer 360 profile on iPhone showing loyalty points balance, upcoming styling appointment, personalized product suggestions, and wishlist items for in-store clienteling](https://cdn.sanity.io/images/zr9y60d3/production/200eb26cf44d10edb2240cb2aae3f035cda6c414-2304x1296.png) *In-store appointments* ### Go into every appointment with full context The moment an appointment is confirmed, EVA links it to the customer's full profile. The associate sees order history, wishlist items, and open follow-up tasks before the customer arrives. Every visit feels personal because the preparation was already done. ![Store manager reviewing EVA Clienteling performance dashboard on iPad showing channel performance by engagement rate, top customer value share, new customer onboarding progress, and employee leaderboard with revenue per associate](https://cdn.sanity.io/images/zr9y60d3/production/b0c400974e1af36dfced176b335bb40bf2303c4b-2304x1296.png) *Store performance* ### Full visibility into what works and what to improve The store manager sees which outreach converted and which associates are building the strongest relationships. Guardrails have been running quietly in the background, keeping every touchpoint within the cadence the brand has set. --- *Case Studies* ## How leading brands build meaningful customer relationships - [![G-star background image](https://cdn.sanity.io/images/zr9y60d3/production/1b0977f7e5200bb204c45a21a8aef2a17a3a6c59-2160x2160.jpg)](https://newblack.io/case-studies/g-star/) - [![Red Wing Shoes background](https://cdn.sanity.io/images/zr9y60d3/production/2baab2a2092981995478c23d6a63bbcbbaa9a7c3-2160x2160.jpg)](https://newblack.io/case-studies/red-wing-shoes/) - [![Fenix background](https://cdn.sanity.io/images/zr9y60d3/production/485ebee2e8d95d3b6e078aa652fa918b22fe910d-2160x2160.jpg)](https://newblack.io/case-studies/fenix-outdoor/) - [![Emma background](https://cdn.sanity.io/images/zr9y60d3/production/58b82a77ec751fb4b35ba6387a5f49977a6f8528-2160x2160.jpg)](https://newblack.io/case-studies/emma-sleep/) - [![Hunkemoller background](https://cdn.sanity.io/images/zr9y60d3/production/364d3d241c760655189ab050d3f070bee31a57a6-2400x2400.jpg)](https://newblack.io/case-studies/hunkemoller/) - [![Intersport](https://cdn.sanity.io/images/zr9y60d3/production/bc623877743d79f959bf77e368517e176d2554c2-2160x2160.jpg)](https://newblack.io/case-studies/intersport/) - [![Kiko](https://cdn.sanity.io/images/zr9y60d3/production/13fa2b91971c51f5a19905a1e7b2a31b329d3d23-2160x2160.jpg)](https://newblack.io/case-studies/kiko-milano/) - [![Rituals background](https://cdn.sanity.io/images/zr9y60d3/production/d273ae6a9ef534ea88a3e43bfa2f896ab77d849a-1440x1440.jpg)](https://newblack.io/case-studies/rituals/) - [![AMAC background](https://cdn.sanity.io/images/zr9y60d3/production/f3053aa9b92ed733629b739f1ba11952634b9019-1440x1440.jpg)](https://newblack.io/case-studies/amac/) - [![Hunkemoller](https://cdn.sanity.io/images/zr9y60d3/production/d28731d24cb10ae24da9b2b9d1682a9af06da0f1-2160x2160.jpg)](https://newblack.io/case-studies/hunkemoller/) --- *FAQ* ## Questions? We're here to help. ### What is clienteling in retail? Clienteling is the practice of building long-term customer relationships through personalized, data-driven service. In modern retail it means giving store associates access to a complete customer profile including purchase history, preferences, loyalty status, and past interactions, so every conversation feels informed rather than generic. EVA Clienteling embeds this capability directly into the retail platform, so context is always available in real time without switching between systems. ### Why is clienteling important for customer loyalty? Clienteling matters for customer loyalty because it shifts the relationship between a retailer and its customers from transactional to personal. When a store associate knows a customer's purchase history, can recall a previous conversation, and reaches out with something genuinely relevant, that customer feels recognised rather than marketed to. That sense of recognition is one of the most consistent drivers of repeat visits and increased spend. In a retail environment where customers have more choices than ever, brands that invest in personalised relationships at scale retain customers more effectively than those that rely on generic loyalty mechanics alone. ### How does EVA Clienteling work? EVA Clienteling is built into the same platform that powers POS, orders, inventory, and loyalty. When a customer is identified in-store, the associate instantly sees a unified profile with purchase history from every channel, wishlist items, loyalty activity, upcoming appointments, and engagement history. From there, EVA surfaces recommendations, scheduled tasks, and pre-filled message templates, so the associate can act immediately with full context. ### How does clienteling work in luxury retail? In luxury retail, clienteling works by giving store associates a complete, real-time view of each customer: their full purchase history across all channels and locations, their preferences and wish lists, their service interactions, and notes from previous conversations. Associates use this context to prepare for appointments, personalise in-store encounters, and follow up with tailored outreach after visits. That might mean a heads-up about a new product that matches a known preference, an invitation to an exclusive event, or a straightforward thank-you after a significant purchase. EVA surfaces this customer intelligence directly in the POS and store app, so associates have everything they need without switching between systems. ### How do store associates identify customers in-store? Customers can be identified by name, email address, loyalty card scan, or QR code. The moment they are recognized, the complete customer profile opens automatically. This works for returning loyalty members and for first-time visitors being onboarded into the program for the first time. ### Is EVA Clienteling a separate tool or part of the retail platform? EVA Clienteling is fully embedded within EVA, not a standalone application layered on top. This means customer context flows naturally through checkout, order management, inventory, and loyalty without manual syncing or integration overhead. Most clienteling tools depend on scheduled data syncs from external systems. EVA owns the transaction layer, so the profile an associate sees is always current. ### How does EVA Clienteling help increase sales and customer retention? EVA drives revenue through three mechanisms. Recommendations surface the right product to the right customer at the right moment, based on actual purchase and wishlist data. The task and rule engine ensures high-value customers are proactively re-engaged before relationships go cold. And appointments give associates the preparation they need to make every visit result in a meaningful interaction. KIKO Milano saw a 30% increase in Click-and-Collect upsell and 25% GMV growth from Endless Aisle after deploying EVA across more than 1,200 stores. ### How does EVA handle customer communication and consent across markets? EVA connects all communication channels including WhatsApp, email, SMS, Facebook Messenger, WeChat, and Telegram in one environment. Every message is tied to the same customer profile and every interaction is logged in the same engagement history. Consent management is built into the platform and aligned with national regulations by default, so expanding into new markets does not require building compliance separately each time. ### Can clienteling be configured differently per store or per associate? Yes. All modules in EVA Clienteling can be configured at store level. Task volumes, outreach frequency limits, channel preferences, escalation rights, and guardrail thresholds can all be adjusted per store and per associate role. This means experienced associates can work with more freedom while newer team members are guided by clearer structure, without requiring separate system configurations. ### How does EVA Clienteling use AI? EVA includes an AI assistant inside the Templates module that is preloaded with your brand's soul document, which encodes tone of voice, communication style, and approved messaging. Associates use it to compose personalized outreach without starting from scratch. The AI generates a contextual draft based on the customer profile and the associate's chosen template, which the associate can then adjust before sending. The result is on-brand, personal communication at the speed of a single tap. ### What is clienteling software? Clienteling software gives store associates a complete view of each customer, including purchase history across channels, wishlists, loyalty status, appointments and past interactions, so they can offer personal service instead of generic selling. It also helps associates act on that context, with product recommendations, follow-up tasks and outreach to customers. EVA Clienteling is built into the same platform that runs POS, orders, inventory and loyalty, so the customer profile an associate sees is always current, without syncing data from a separate tool. For the wider practice behind the software, see “What is clienteling in retail?” above.