Straight answers for showroom retail.
Plain-English guides for the people who run businesses where the order takes a conversation — and the website does half the selling.
Clienteling, explained
What it is, how it differs from a CRM, and what to look for if you're buying.
What is clienteling? A plain-English guide for showroom retail
Clienteling means knowing each customer well enough that every conversation starts where the last one ended. What it is, what it needs, and how to start.
Clienteling vs CRM: what's the difference, and which do you need?
A CRM is built around a pipeline. Clienteling is built around the moment one customer walks in. How they differ, where each breaks, and which a showroom needs.
Clienteling software: a buyer's guide for showroom retail
What clienteling software does, the four kinds on the market, the one question to ask in every demo, and how to run a one-week trial on your own catalogue.
CRM for furniture stores: what a showroom actually needs
Furniture sells over weeks, in fabrics and finishes, across two visits and a website. What to look for in a CRM or clienteling tool for a furniture showroom.
Web and store, joined up
Seeing the customer who researched online and bought in the room — and knowing what brought them.
Research online, buy in store: how to see it, and what to do about it
Most considered purchases are researched online and bought in person. What ROPO (research online, purchase offline) is, why it's invisible, and how to measure it.
Single customer view: one record of each customer, wherever they meet you
A single customer view joins website browsing, store visits, quotes and orders into one record per person. What goes into it, the hard cases, and how to build one.
How to attribute showroom sales to your website and your ads
Ads send people to your website; the sale closes in the showroom weeks later. How to connect the two, which attribution models to trust, and what to watch for.
Abandoned baskets on big-ticket items: why the discount email is the wrong reply
A £4,000 basket left overnight isn't abandoned the way a £40 one is. Why cart-recovery emails misfire on considered purchases, and what to do instead.
Selling and following through
The follow-up that actually gets made, the credit that gets shared, and the order value that goes up.
How to follow up after a showroom visit — without being the third person to call this week
Most showroom visits end with "we need to think". When to follow up, who should do it, what to say, and message templates for the four most common situations.
Who gets the commission when two associates share a customer?
Five ways to split sales credit between retail associates, where each goes wrong, and the rules that keep it fair when one customer is served by several people.
How to raise your average order value without discounting your way there
Practical ways for showroom retailers to lift average order value: sell the room, quote properly, configure up, and point your website and team at the right price.
Measuring honestly, and AI
Proving whether a message did anything, and pointing AI at customer data without handing over the export.
Holdout groups: how to tell whether a website message actually worked
Show a message to interested visitors and it will always look like it worked. How a holdout (control) group measures the real effect, with a worked example.
Using AI with customer data: give it a door, not an export
Someone on your team has already pasted customers into a chatbot. The risks, what data protection law expects, and how to give your team AI access that's safe.
Reference
The vocabulary, defined once.
See where the thread breaks in your own business.
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