Case Study: The Power of Clienteling achieves 95% associate adoption and 9% sales increase with Mi9 Retail

The Power of Clienteling - Customer Case Study

Mi9 Retail partnered with an anonymized, multinational department/specialty store group (≈$1.5B revenue, ~12,000 associates) that was losing ground to online and competitive channels. The retailer struggled with fragmented customer knowledge locked in paper client books and legacy systems, PCI risk from manual record-keeping, reduced staffing and inventory, and no effective way to deliver customer preferences at POS or coordinate cross-channel marketing — all of which depressed associate productivity and store sales.

Mi9 deployed a POS- and mobile-based clienteling and assisted-selling solution supported by a short consulting engagement, phased rollout and targeted training. Within 90 days adoption hit 95%, delivering measurable gains: a 9% increase in sales per associate, 33% more repeat customers, a 21% rise in average spend on clienteled transactions, a 6% traffic lift from associate outreach and improved conversion and margin, enabling faster ROI and stronger multichannel customer engagement.