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Client profiles

Customer profile retail teams rely on

A customer profile in retail should tell any associate, in five seconds, who this client is, what they own, what fits, what matters to them and how to reach them. Clientele keeps purchases, sizes, taste, dates, household, notes, messages and consent on one profile with a VIP score.

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Timeline

  1. Purchase, titanium diver

    14 August, from the POS, $7,400

  2. WhatsApp sent by Theo

    9 August, new dive watches arrived

  3. Note added

    2 July, wife Anna likes rose gold

  4. Appointment, virtual

    28 June, outcome follow up

  5. Consent, SMS granted

    28 June, in store form

Anatomy of a profile

Eight parts of one customer profile

A receipt answers what was sold. A profile answers what to do next. These are the parts that make the difference for an associate on the floor.

Identity and reach

Name, phone, email, WhatsApp, preferred channel, language and city. Contact details are encrypted at rest.

Purchases

Every purchase with date, items and amount, from your POS or Shopify. Lifetime value and average ticket update on their own.

Sizes

Ring size, wrist size, clothing and shoe size, saved per category and visible before a fitting.

Taste tags

Metals, stones, brands, colors and styles, plus what the client avoids. Used to match new arrivals.

Important dates

Birthday, anniversary and custom dates such as a service due date or a graduation.

Household and wishlist

Partner, children, parents, assistant and gift recipients, and the pieces the client wants.

Notes and messages

Visit notes and every message in both directions on WhatsApp, SMS and email, in one timeline.

Consent

Per channel, granted, denied, withdrawn or unknown, with date, source and who captured it.

The VIP score, explained in full

Every profile carries a score from 0 to 100, recalculated as purchases arrive. It is deliberately simple, so an owner can explain to any associate why one client ranks above another.

Lifetime value carries the most weight because it is the best single predictor of the next purchase. Recency matters next: a client who bought last month is much more likely to answer than one who bought three years ago. Frequency rewards the client who comes back often, and average ticket separates the collector from the occasional gift buyer.

The score sets the tier and also breaks ties in the Money Feed: when two clients have a good reason to hear from you today, the higher score comes first.

Components of the VIP score

Lifetime value

Maximum points
40
How it scales
Grows with total spend, about 25 at $1,000 and 34 at $10,000

Recency

Maximum points
25
How it scales
Full within 90 days, 20 within 180, 13 within a year, 6 within two

Frequency

Maximum points
20
How it scales
Four points per purchase, up to five purchases

Average ticket

Maximum points
15
How it scales
Grows with the typical size of a purchase

Tiers by score

Platinum

Score
80 to 100
Typical treatment
Personal calls, first look at new arrivals and allocations

Gold

Score
62 to 79
Typical treatment
Regular one to one outreach on key moments

Silver

Score
40 to 61
Typical treatment
Outreach on strong reasons such as wishlists and dates

New

Score
Below 40
Typical treatment
Thank you notes and a reason to return
Retail associate updating a customer profile on a tablet during a consultation with a client

Captured on the floor in seconds

The richest details come from conversations, not systems. A client mentions her husband's birthday, tries on a bracelet she does not buy, says she never wears yellow gold. If recording that takes more than a few seconds, it does not happen.

On the profile an associate adds a preference, a date or a note with two taps, sets consent for a channel when the client agrees, and links a partner or child as a relationship. The next time the client appears in the feed, the draft can use what was learned, and any colleague who serves her sees the same picture.

A next best action on every profile

Each profile shows one suggested step: contact, invite to an appointment, show a piece, send a lookbook or a thank you note. It turns the profile from a record into a prompt.

Where each part of the profile comes from

Data sources for customer profiles and the plans that include them

CSV import

What it fills
Clients, purchases, dates, sizes and tags from any POS or spreadsheet
Plans
Every plan

Shopify sync

What it fills
Online customers, orders and products
Plans
Every plan

POS connectors

What it fills
In store sales as they happen
Plans
Brand and above

E-commerce webhooks

What it fills
Orders and customers from your online store
Plans
Brand and above

Associates on the floor

What it fills
Preferences, dates, relationships, notes, consent
Plans
Every plan

Messaging

What it fills
Every message sent and received
Plans
Every plan

Privacy that clients can rely on

Profiles hold sensitive details, so the controls are part of the product rather than a setting. Contact data and notes are encrypted at rest. Roles decide who sees what. Consent is checked at the moment of sending. Any profile can be exported in full or erased on request, and sensitive actions are kept in an audit log. More on the clienteling GDPR compliance page.

Profiles that move with the client, not the associate

When a client is reassigned, the whole profile moves to the new associate's book with its history. Nothing is copied into a personal phone, so nothing is lost. See how that works in the client book app, try the clienteling software demo on your own export, and compare profile limits on the pricing page.

FAQ

Customer profile questions from retail teams

What should a retail customer profile contain?

Contact details and preferred channel, purchase history with dates and amounts, sizes, taste tags, important dates, household and gift recipients, visit notes, every message sent and received, and consent per channel. Clientele holds all of it on one profile and adds a VIP score and a next best action.

How is the VIP score calculated?

The score runs from 0 to 100. Lifetime value contributes up to 40 points, recency up to 25 (full points within 90 days of the last purchase), frequency up to 20 and average ticket up to 15. Clients at 80 and above are Platinum, 62 and above Gold, 40 and above Silver, and the rest New.

Where does the profile data come from?

Purchases arrive from CSV imports, Shopify sync and, from the Brand plan, POS connectors and e-commerce webhooks. Associates add sizes, taste tags, dates, relationships and notes on the floor. Messages are logged automatically when they are sent or received.

Can a client ask for their data or ask to be deleted?

Yes. Any profile can be exported in full or erased on request, which covers access and deletion rights under GDPR and CCPA. Contact data and notes are encrypted at rest, and the erasure is recorded in the audit log.

Who can see a customer profile?

Access follows roles. An associate sees the clients in their own book, a manager sees the store, and an owner sees the whole organization. Enterprise adds custom roles, SSO and SCIM provisioning.

How many profiles can we store?

Up to 2,500 on Boutique, 15,000 on Brand, 75,000 on Flagship and 500,000 on Enterprise. Profiles count as usage in the billing period, so deleting one does not free room until the next period.

Keep reading

Turn a customer export into profiles that sell

Upload a customer export or use our sample boutique. The demo scores every client, picks the five to contact first and explains the reason behind each one.

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Plans from $99 a month billed yearly. Subscriptions only, cancel at the end of any period.