Paul Smith Case Study

Transforming Clienteling at Paul Smith

Paul Smith has always been celebrated for its creativity and signature personal touch, but behind the scenes, its clienteling approach was weighed down by manual processes and limited visibility.

That changed when the brand partnered with Proximity. Over the past four years, Paul Smith has modernised its clienteling strategy, giving store teams the tools they need to deliver a consistent, data-driven, and personalised customer experience.

With Proximity, Paul Smith has been able to:

• Replace spreadsheets with a powerful all-in-one clienteling platform

• Seamlessly integrate appointment booking and events into their website, fully on-brand

• Gain complete visibility into customer behaviour, spend history, and last contact dates

• Scale personalised outreach to more customers, including those at risk of lapsing

• Achieve over 100% year-on-year growth in attributed sales

This case study video captures Paul Smith’s journey, showcasing how Proximity helps extend their renowned one-to-one service into the digital space while driving measurable business results.