Five Moments Where Clienteling Transformed Retail
14/10/2025 | by Blair McVicar
Behind every great retail experience
… is a story. A moment where a store associate made a connection that mattered.
At Proximity, we see these moments every day. Here are five real-life examples of how our clienteling platform is helping leading brands turn everyday interactions into lasting loyalty and measurable growth.
1. Remembering the Moment — Helzberg Diamonds
The Proximity app reminded a store associate that a clienteled customer’s wedding anniversary was coming up. They sent a thoughtful message recommending a piece of jewellery that perfectly matched the customer’s engagement ring, a beautiful way to commemorate the occasion. The customer popped into the store soon after and made the purchase. A simple reminder turned into a meaningful moment, and a memorable sale.
Click here to watch the full Helzberg Success Story video
2. Seeing the Full Picture — TUMI
When a customer called to find matching luggage but couldn’t recall their set, the associate quickly pulled up their profile in the Proximity app. They identified the exact collection, ordered the matching piece to be delivered the next day ahead of their holiday, and even upsold complementary travel accessories. This is a perfect example of how the Customer 360 profile turns data into delight.
3. Turning Advice into Action — Farrow & Ball
Farrow & Ball customers can book and pay for colour consultations directly on their website, which is linked to the Proximity app. Whilst the customer gets a seamless omnichannel journey, the consultants who are based all over the country can manage the appointment, and all the aftercare communications and sales, through the Proximity app. The result? Customers who book consultations are 38% more likely to make a purchase, driving meaningful growth, conversations and loyalty.
4. From Spreadsheets to Seamless Experiences — Paul Smith
Paul Smith’s store teams swapped Excel sheets and manual outreach for our all-in-one platform four years ago. What was once a manual process that took time and many different systems is now a seamless journey for both customer and sales associate. The impact? +100% year-on-year sales growth, and far less time spent chasing data.
Click here to watch the video about how Paul Smith use our clienteling tool to connect with their customers
5. The Power of “Thank You” — Fraser Hart Jewellers
Sometimes, it’s the smallest gestures that matter most. By automating a simple “Thanks for shopping with us” message, our client saw a 15% attribution rate directly linked to these personalised follow-up messages. It’s a task that we recommend all our brands incorporate into their flows, because we’ve found that gratitude, when genuine, always pays off.
The Takeaway
Clienteling isn’t just about data or technology, it’s about creating genuine connection. When retailers give their teams the tools to act with insight and intent, every interaction becomes a moment that matters.
At Proximity, we’re proud to help leading brands connect data, people, and moments to create special experiences that last.
