Relationships are not created through transactions, but through human encounters.

"CLIENTELING MINDSET"

Through my experience, I've recognized the value of this mindset and have purposefully passed it on to my team. My focus is on a clienteling mentality that places particular emphasis on the discovery phase.

Once this foundation has been created, the further process develops naturally: the customer feels understood, the product recommendation is intuitive, and the connection is authentic.

Through joint brainstorming, we identify the next steps, think them through consistently and implement them with clear objectives.

That's why I consciously make time for 1:1 conversations with each team member – to support processes, provide individual support, and make success measurable. KPIs such as conversion rate, contact rate, UPT, average purchase value, upselling, and high-ticket sales thus become motivating indicators of success.

The invitation to the next store visit, product launch or event becomes a real moment of anticipation.

Action Plan for Sales, Marketing & CRM Teams

1. Joint goal definition & KPI alignment

• Definition of clear, overarching goals (increase in sales, customer loyalty, upselling)

• KPI alignment: Conversion Rate, Customer Lifetime Value, UPT, ATV.

2. Strengthen the discovery phase (clientelling mindset)

• Training for sales and CRM teams to gain in-depth customer insight (needs, preferences, behavior)

• Development of a consistent interview guide for personal counseling & profiling

3. Use CRM insights strategically

• Segmentation of existing customer data for precise targeting and personalization

• Set-up of lifecycle communication (welcome, engagement, re-activation journeys)

4. Creative customer approach & storytelling in marketing

• Development of content campaigns that emotionally convey brand values

• Focus on experiences instead of products: events, previews, community building

5. 1:1 coaching & empowerment in the team

• Regular individual discussions for reflection, goal setting & individual development

• Promoting entrepreneurial thinking and ownership at all levels

6. Regular review and strategy workshops

• Monthly and quarterly reviews for performance analysis

• Co-Creation Sessions: Developing new ideas, market feedback & next steps together