Ever wondered how to truly bridge the gap between your Shopify store and your retail locations? Or maybe you’ve heard the term “clienteling” tossed around by big brands and wondered if it’s just for luxury retailers, or if it can actually move the needle for your business, too? If you’re looking to drive more foot traffic, boost repeat purchases, and finally unify your online and offline experiences, today’s episode is for you.
I’m thrilled to welcome back Leigh, co-founder of Endear, for a deep dive into the modern world of clienteling. Leigh has been in the trenches since before the pandemic, helping brands like Glossier, Allbirds, and Untuckit unlock the real potential of their retail stores by connecting them with their ecommerce data. Today, we’re unpacking how Endear is reimagining clienteling for the omnichannel era-making it scalable, data-driven, and accessible for every Shopify merchant ready to elevate their customer experience.
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Leigh returns to unpack practical strategies for modern clienteling for Shopify-powered retailers. We discuss how the retail landscape has transformed since the pandemic and why today’s most successful brands are actively bridging the gap between their online and in-store customer experiences.
She explains how Endear’s CRM goes beyond spreadsheets, giving retail associates a 360-degree view of every customer-what they’ve bought, how much they’ve spent, and even which marketing channels brought them in. The result? More personalized outreach, higher conversion rates (in some cases, 30%+ in-store), and a dramatic lift in customer lifetime value.
We dig into the practical tactics that make clienteling scalable, like automated thank you notes, targeted VIP campaigns, and smart segmentation to drive store visits. Leigh shares real-world case studies-including how brands like Psycho Bunny and Eleventy moved from pen-and-paper tracking to a data-driven approach that’s both accountable and repeatable.
We also touch on Endear’s new appointments feature, designed specifically for retail, and why 90% of booked appointments convert to sales-a game changer for brands looking to stand out in a crowded market.
Leigh Sevin is the co-founder of Endear, a modern clienteling and CRM platform built for omnichannel brands. After seeing firsthand how disconnected retail and ecommerce data held brands back, Leigh set out to build a solution that empowers associates, drives foot traffic, and turns every customer interaction into a growth opportunity. Today, Endear powers some of the world’s most innovative brands-and Leigh’s on a mission to make clienteling accessible, actionable, and profitable for every Shopify merchant.
Leigh Sevin
Co-Founder, Endear
Over the past eight seasons, I’ve been incredibly lucky to chat with some of the brightest founders in ecommerce building remarkable Shopify brands and partners shaping the app and marketing ecosystem. Honestly, every conversation has taught me something new, and I’m grateful for the chance to learn alongside you.
What matters most is that this podcast helps you solve real challenges and unlock new growth for your business. Your support, feedback, and stories have made this journey truly special. Thanks for tuning in, sharing your wins, losses, and being part of the eCommerce Fastlane community.
