Discover how Furniture Fair maintains personal customer relationships by signing follow-up emails with actual in-store consultant names, creating seamless omnichannel experiences that build trust and loyalty.
May 23, 2025
Consultant-Signed Emails Bridge In-Store and Online Bonds
Furniture Fair is a family-owned business that strives not just to sell, but to build long-term, personal relationships with customers. Their store consultants aren’t only salespeople—they’re the reason customers feel at home.
The brand wanted to keep that personal touch alive when customers continued their journey online.
That’s why instead of sending a cold, generic email, we sign emails with the name of the actual consultant who helped them. That means when Robert helps a customer find the perfect couch, the follow-up email isn’t from “Furniture Fair”—it’s from Robert. With his name and contact info. The same guy they high-fived in the showroom.
It’s a small change, but it bridges the gap between in-store and online. Customers feel like they’re continuing the same conversation—not starting over with a faceless brand.
Big win for trust, long-term loyalty… and keeping that personal touch intact.
Customers receive emails signed with the name of the consultant who helped them in-store