Fortnum & Mason’s Clienteling Platform

Bringing together heritage retail and modern clienteling

Fortnum & Mason has unveiled Fortnum’s Connect, the new clienteling platform powered by Proximity, designed to help store teams deliver even more personalised and seamless customer experiences.

Recently featured in a case study video, the platform gives associates access to real-time customer profiles, preferences, recommendations, appointments, events, and customer communications, all from one easy-to-use app on the shop floor.

The rollout launched at Fortnum & Mason’s iconic Piccadilly flagship store, helping teams provide faster, more connected, and more personalised service while staying true to the exceptional customer experience the brand is known for.

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Elevating Personal Service Through Clienteling

For luxury retailers, customer expectations have never been higher. Shoppers expect brands to recognise them, understand their preferences, and deliver consistent experiences across every interaction.

Fortnum’s Connect has been designed to support exactly that.

Powered by Proximity, the platform combines:

• Real-time customer insights
• Client communications via email, SMS, and WhatsApp
• Appointment and event management
• Reporting and analytics
• A centralised customer view for store teams

Rather than replacing the human touch, the platform helps associates build stronger customer relationships with the right information at the right time.

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Heritage Meets Innovation

For a brand with more than 300 years of history, the focus is not on changing what makes Fortnum & Mason special. It is about enhancing it.

Fortnum’s Connect gives store teams the tools to deliver the thoughtful, personal service customers already expect from the brand, supported by modern retail technology behind the scenes.

As retailers continue investing in clienteling and in-store customer engagement, Fortnum & Mason’s latest launch highlights how heritage brands can blend tradition with innovation to strengthen customer relationships for the future.