Tulip Clienteling is a powerful customer relationship management app designed for store associates and managers. This guide introduces you to the basics of Tulip Clienteling and provides you with the knowledge you need to begin using the app in your workplace.
There are four main sections to the guide. Each section focuses on an area of customer service and shows you how you can use Tulip Clienteling to improve your performance. The four sections are:
flowchart LRA(Engaging
new customers) --> B(Learning
customer needs)B --> C(Product
advising)C --> D(Following-up
with customers)click A "/apps/clienteling/getting-started/#engaging-new-customers" _selfclick B "/apps/clienteling/getting-started/#learning-customer-needs" _selfclick C "/apps/clienteling/getting-started/#product-advising" _selfclick D "/apps/clienteling/getting-started/#following-up-with-customers" _self
After reading this guide, you’ll be able to:
- Explain what Tulip Clienteling is.
- Log into the app.
- Create new customer profiles.
- Add customers to your Client Book.
- Follow-up with customers.
- Send product recommendations.
- Create looks using the Look Builder
- Use the Advisor.
For the best learning experience, work your way through the guide from beginning to end. Use a mobile device with the Tulip Clienteling app installed to follow along with the activities.
What is Tulip Clienteling?#
Tulip Clienteling is a mobile customer relationship management app. Clienteling was designed with the needs of store associates and managers in mind, and can help you to greatly improve your customer’s experience.
What is Tulip Clienteling used for?#
Store associates and managers can use Clienteling to personalize their customer’s experience at every step of the clienteling journey.
Engaging new customers – Easily create and manage customer profiles.
Learning customer needs – Capture customer information and build a personal Client Book.
Product advising – Communicate directly with your customers and share product recommendations.
Following up with customers – Create and manage customer follow-ups like clockwork.
Getting set up#
Before you can begin using Clienteling, you need to join your organization’s workspace and log in to your store.
Before you begin, you need:
- A username and password.
- A QR code from Tulip.
Joining your workspace#
When you open the Clienteling app for the first time, you’ll see the welcome page:
The welcome page is where you join your workspace. If you’ve never joined a workspace before, you can do so by scanning the QR code given to you by management or your Tulip representative.
On the welcome page, select Scan QR Code to open your device’s camera, point it at the QR code, and you’ll be brought to the login page.
Next time you log in, Clienteling will show your most recently used workspace on the welcome page. Select the workspace name to go directly to the login page.
Logging in to your store#
Once you’ve joined your workspace, you’ll be brought to the login page. This is where you enter your username and password and select your store.
Note
If you’re having trouble logging in, ensure that your username and password are correct. If you are still unable to log in, contact your Tulip representative for assistance.
Engaging new customers#
Working with new customers can be a challenge. Despite this, it’s important to engage with them. Tulip Clienteling allows you to create new customer profiles and streamlines the process to make it as easy as possible.
Scenario
A customer walks into your store for the first time. After she browses for a few minutes, you come over to introduce yourself and see if there is anything you can help her with. If all goes well, you hope to gain her as a new customer.
In a scenario like the one above, it’s best to try to find out whether the customer has a profile already made for them in Clienteling. If they don’t have a customer profile made, offer to create one for them. Let them know that this will help you to provide them with a better experience.
Creating a new customer profile#
Customer profiles are complete descriptions of your customers that allow you to save a variety of customer information in one place. They help you to get to know your customers and create personalized experiences for them in an organic way.
There are three different ways you can create a customer profile:
- Enter the customer’s information yourself (Associate Entry method).
- Have the customer enter their information (Customer Entry method).
- Send the form to the customer’s device (Send to Customer method).
In this section, you can learn how to create a customer profile using all three methods. Expand the topics below to learn more about the ways you can create a customer profile.
Tip
Always ask the customer which method they would like to use. This helps to ease their concerns about sharing their personal information.
How-To: Create a customer profile using the Associate Entry Method
- Open the Clienteling app.
- In the Advisor tab, select
> Associate Entry. - Enter the customer’s information into the New Customer form and select Save.
> Associate Entry.After creating a profile this way, Clienteling will ask you whether you want to add the customer to your Client Book. We’ll learn more about the Client Book shortly. For now, you can select Advisor > New Customers to see a list of recently created customer profiles.
How-To: Create a customer profile using the Customer Entry method
Another way to create a new customer profile is to hand your device to a customer and have them enter the information themselves. This is called the Customer Entry method.
- Select > Customer Entry from the Advisor tab, or select Customer Entry from the Client Book, Store Book, or All Customers list.
- Hand the device to the customer. They will complete the customer capture form.
- Ensure that they select Submit when they are done.
How-To: Create a customer profile using the Send to Customer method
The third way to create a new customer profile is to use the Send to Customer method. This method allows you to send a text message to the customer with a link to the customer capture form. The customer can also scan a QR code to access the form.
Note
When a customer profile is created using the Send to Customer method, it will have a pending status until approved by a store associate or manager.
To create a new customer profile using the SMS method:
- Select > Send to Customer from the Advisor tab, or select Send to Customer from the Client Book, Store Book, or All Customers list.
- Select the customer’s country code from the dropdown menu.
- Enter the customer’s phone number into the Phone Number text box.
- Select Send. The customer will receive a text message with a link to the form.
- Ensure the customer fills out the customer capture form and selects Submit.
To create a new customer profile using the QR code method:
- Select > Send to Customer from the Advisor tab, or select Send to Customer from the Client Book, Store Book, or All Customers list.
- Ensure the customer fills out the customer capture form and selects Submit.
About the Pending Customers list#
When a customer profile is created using the Send to Customer method, the profile needs to be approved by a store associate or manager. Until it’s approved, the profile will be held in the Pending Customers list.
How-To: Accept or discard pending customer profiles
- Select the Advisor tab.
- Select Pending Customers.
- Select a customer profile.
- Review the customer’s information.
- Select either Accept or Discard Profile.
After you accept a pending customer profile, Clienteling will check to see if any duplicate profiles exist. If a duplicate profile does exist, the app will notify you and provide you with an option to merge the two customer profiles or save the new customer profile separately.
Once a customer profile has been accepted, you are able to add the customer to your Client Book.
More information#
For more information about creating customer profiles, see:
- Customer Profile
- Customer Capture
Learning customer needs#
An important part of building relationships with your customers is understanding their needs. Using Tulip Clienteling, you can record customer information and build your own Client Book to provide hyper-personalized experiences.
Scenario
A customer that you recognize walks into the store. She has made several purchases from you in the past. You say hello, and as she browses the store you open her customer profile in Clienteling.
Tulip Clienteling can help you to make the most of the scenario described above. Using Clienteling, you can create your own personal Client Book. The Client Book is a list of your VIP customers.
It’s best to add customers to your Client Book who you see and communicate with regularly. In this scenario, you should add the customer to your Client Book and try to add some new information to their profile.
Adding customers to your Client Book#
There are two ways to add customers to your Client Book in the Clienteling app.
You can add the customer to your Client Book after you create a new profile. When you create a customer profile using the Associate Entry method, Clienteling will ask you afterwards whether you want to add the profile to your Client Book. Simply select Yes to do so.
Or, if the customer already has a profile, you can add them to your Client Book by selecting Add to Client Book on the customer profile.
Updating your customer profiles#
As your relationships with your Client Book customers develop, you’ll learn more about their needs and wants. Continuously updating the customer profiles in your Client Book with new information helps you to understand your customers and make better recommendations.
- Record as much customer information as you can.
- Try to collect new information from your customers when they visit your store.
- Aim to fill in every section of the customer profile, especially communication opt-in.
- Add important dates to your customer profiles such as birthdays and anniversaries.
- Add preferences to your customer profiles to make better recommendations.
- Use the Notes section of the customer profile to save any other useful information.
More information#
For more information, see Client Book, Store Book, and All Customers List.
Product advising#
Providing your customers with excellent product advising is an important part of turning them into repeat customers.
Scenario
Your store recently got a new product in. You realize that one of your customers in your Client Book was looking for something just like it, and you want to share it with them because there’s a good chance that it will turn into a sale.
There are many ways that you can use Clienteling to share products and communicate with your customers. Using information from their customer profiles, you can tailor your recommendations to your customers needs and preferences.
Sharing products with your customers#
One way to share products is to attach products from your store’s catalog to text messages. From the profile of the customer you wish to communicate with, you can select 
to open a new conversation.
To attach a product to a text message, select 
in the text conversation and select a product.
Another way to share products is to use Clienteling’s Look Builder. The Look Builder enables you to use a combination of products and photos to create unique looks, such as new seasonal looks or a new line of products. You can then share these looks with your customers via email.
How-To: Create a look using the Look Builder
- Select the Look Building tab.
- Select Create New Look.
- Choose a template.
- Enter a look name into the Enter Look Name text box.
- Select Photo to attach a photo of a product, or select Product to attach a product from your catalog.
- Select Save.
How-To: Send a look to a customer
- Select a look from the Look Building tab.
- Select Send.
- Select a customer profile to send the look to.
- Compose your email and select Send.
Following up with customers#
Regular communication is an important part of building strong customer relationships. Tulip Clienteling has a number of features to help you create, schedule and complete customer follow-ups.
Scenario
One of your regular customers mentions to you that her anniversary is coming up next month. She’s one of your top spenders and you want to remember to wish her a happy anniversary.
Following-up with customers after a purchase or on a special occasion is one of the most powerful ways to improve your customer’s experience and build loyalty. In the scenario above, you can use Tulip Clienteling to create a follow-up for your customer’s anniversary.
What are follow-ups?#
Follow-ups are communication touch points between you and your customer, such as:
- Wishing your customer a happy birthday.
- Confirming an appointment.
- Checking in with a customer about their purchase.
In the Clienteling app, follow-ups are displayed in the Follow-Ups tab.
About the follow-ups tab#
The Clienteling app has many tools to help you with your follow-ups. You can use the follow-ups tab to create, manage, and complete follow-ups so that you never miss an opportunity to improve your relationships with your customers.
Each follow-up created in Clienteling has the following information:
- Customer – The name of the customer you are following up with.
- Task title – The name of the follow-up.
- Description – A brief description of the follow-up.
- Due date – When should the follow-up be completed by?
- Type – The type of follow up it is (post-purchase, birthday, etc.).
- Assigned employee – The employee who is responsible for completing the follow-up.
Follow-ups are organized by due date (today and upcoming) and status (overdue and completed). You can also view a customer’s Activity Log to review past interactions and keep track of your communications.
Creating follow-ups#
Clienteling will automatically generate follow-ups after a customer makes a purchase or when an order status changes. These follow-ups are generated for 2 days, 2 weeks, and 2 months after the purchase.
Sometimes you’ll want to create your own follow-up relating to a specific task. In that case, you can do so from the follow-ups tab.
How-To: Create a follow up
- Select the Follow-Ups tab.
- Select .
- Select Select a Customer and assign a customer profile.
- Enter a task title, description, and due date.
- Select Type and choose a follow-up type.
- Select Create.
Completing follow-ups#
After you’ve contacted a customer for a follow-up, you need to mark the follow-up as complete.
To mark a follow-up as complete, select the follow-up and select Mark Complete. Clienteling will also prompt you to mark a follow-up as complete if you communicate with a customer from the follow-ups tab.
Tip
You can also snooze follow-ups if they do not need to be completed by their due date by selecting Snooze. Snoozing adds an extra 15 minutes, hour, day, or week to the due date.
Follow-up tips#
Using follow-ups can deepen your relationships with your customers and increase your sales. Here are some tips for getting the most out of the Clienteling follow-ups:
Create follow-ups after every meaningful interaction
- Ensure your follow-ups are timely and relevant to the customer.
- Create the follow-up as soon as possible so as not to forget.
Review your follow-ups
- Make sure that you do not have any overdue follow-ups
- Look for gaps in communication with your customers.
Find the right frequency
- Find a follow-up frequency that works best for your store.
- Understand the types of follow-ups that best suit your needs.
More information#
For more information about follow-ups, see Follow-Ups.
Using the Advisor#
One of the most useful features of Tulip Clienteling is the Advisor. The Advisor is a one-page view of important information and recommendations that you can use to fine tune your clienteling efforts. To view the Advisor, select **Advisor **from the menu bar.
From the Advisor tab, you can view:
- Missed phone calls.
- Clienteling recommendations.
- New customer profiles.
- Important dates.
Using the Recommendations section#
Using the recommendations section of the Advisor can help you to stay on top of your follow-ups and Client Book.
By selecting Keep in Touch, you can view a list of customers who have not been recently contacted and need attention. You can see how many days it’s been since the customer has been contacted or made a purchase.
Identifying these customers can help you to maintain your relationships with them. You can take action directly from the Keep in Touch menu by selecting a customer to open their profile. From there, you can reach out to the customer or create a new follow-up.
By selecting Add to Client Book, you can view a list of customers who have made a purchase from you but are not in your Client Book. This list automatically generates and helps to ensure that you always get the most out of your customer interactions. Select a customer to view their profile and add them to your Client Book.
Using the Customers section#
The customers section of the Advisor provides you with lists of new customer profiles, pending customers, and upcoming important dates.
You can select New Customers to view customer profiles that have been recently created. As a store associate or manager, it’s best to check this list regularly to see if there are any new customers that you can add to your Client Book.
Selecting the Pending Customers list displays a list of new customer profiles that have not yet been approved.
The customers section also displays a list of upcoming important customer dates. You can click Important Dates to view the list. Checking this list regularly will help you stay on top of these important dates to create personalized experiences for your customers.
Advisor tips#
Using the Advisor can help you run your clienteling efforts like clockwork. Here are some tips for getting the most out of the Advisor:
Start your day with the Advisor:
- When you start your day, check the Advisor tab.
- Follow the Advisor’s recommendations.
- Reach out to customers that you haven’t communicated with in a while.
Approve customer profiles right away:
- Accept new customer profiles from the pending customers list as soon as you create them.
Check the Advisor regularly:
- Continue to check the Advisor periodically throughout the day to ensure that you do not miss any opportunities.
More information#
For more information about the Advisor, see Clienteling Advisor.
Continue learning about Clienteling#
This guide has provided you with a foundation of knowledge that you can use to get started using Tulip Clienteling on your own. There’s a lot more to learn, however. Continue to use the app and ask questions.
The Tulip Docs Portal has in-depth information about all of the features of Clienteling, including:
- Customer Capture
- Customer Profile
- Client Book, Store Book, and All Customers Lists
- Follow-Ups
- Look Builder
- Clienteling Advisor
- Email Messaging
- Email Templates
- SMS Messaging
