Technology has changed over the years, but very few in our industry have kept up with innovations available today.
More than ever, your ability to use technology to support the business, employees, and even your clients will determine how successful you can meet evolving customer expectations.
Consider these three ways technology can help elevate your customer journey.
1 Make booking an effortless experience. Your clients want to be able to call the front desk, but also book online from their laptop, tablet and phone. This allows them to book when they want to, whether it’s after you’re closed or just moments before they walk in.
Similarly, your employees expect to easily schedule a client appointment directly from their mobile phone.
2 Deliver highly personalised experiences. Maintaining a client profile digitally, along with intake forms, consultation data and treatment preferences equip your providers to deliver high quality treatments.
If you have more than one location, that client profile should be accessible from anywhere, which ensures that visit history, notes, preferences are all used to deliver a consistent experience.
3 Engage with clients between visits. Every client that you see came in for a reason. It’s your job to capture, understand and act upon that. If a client came in because of dull skin, be sure to send home care instructions after the visit, followed by a series of educational tips via email. Nurture their interest in a meaningful manner. Remind them when it’s time for their next visit. Encourage them with special notices.
With technology, you can make every digital communication seem like a personal conversation. Customer segmentation and trigger-based rules help you get the right message to the right client at the right time. The best part, it’s all automated.
Read more from this issue of Spa Business magazine
View contents of Spa Business 2015 issue 4
Letters:
Concerns raised over massage-on-demand vetting systems
Interview: Michael Tompkins
What’s next for Michael Tompkins as he takes a step back at Hilton Head Health? Rhianon Howells finds out
Promotional feature: Dr Burgener Switzerland
Leading skincare brand Dr Burgener Switzerland combines natural ingredients with advanced technology to produce exceptional results – and the company sees customisation as the way forward for each of its spa clients
Trends: Workplace wellness
Neena Dhillon looks at two award-winning employee wellness programmes and asks how spas can get involved in this burgeoning market
Promotional feature: ESPA
ESPA International has always been a leader in the global spa business but has never been averse to change. The CEO and son of its founder explains how the company he joined 22 years ago is adapting to meet the challenges facing the industry today
Research: Onwards & upwards
ISPA research shows the US spa sector has reached new heights. Colin McIlheney analyses the findings
Promotional feature: Phytomer
Director of international development, Tristan Lagarde, explains how PHYTOMER has become a leader in the field of technological skincare development, and how spas can benefit from the brand’s success
Spa concept: Eforea 2.0
Hilton has refreshed its spa concept to make it more appealing to hoteliers. But what’s changed? Jane Kitchen finds out
Promotional feature: Living Earth Crafts
Brian Paris, spa designer and VP of sales for Living Earth Crafts, explains how the company is helping spa operators become more efficient with space-saving but stylish spa equipment and accessories
Zenoti helps business providers in the beauty, wellness and fitness space grow their business. The founding team brings expertise in building enterprise solutions that have been used by 200 of the Fortune 500 companies.
Zenoti’s solution addresses the needs of spas, salons, medical spas, fitness centres and yoga studios with technology based on three principles – reliable and speedy service, capabilities that support end-to-end business processes, and ease of use. The core solution enables a business to deliver delightful customer experiences, achieve operational excellence and drive revenue growth. Zenoti offers 24/7 customer service, free training and consulting services in addition to the core software.
Join 5,000 salons, spas and medi-spas that have already grown their business
Technology has changed over the years, but very few in our industry have kept up with innovations available today.
More than ever, your ability to use technology to support the business, employees, and even your clients will determine how successful you can meet evolving customer expectations.
Consider these three ways technology can help elevate your customer journey.
1 Make booking an effortless experience. Your clients want to be able to call the front desk, but also book online from their laptop, tablet and phone. This allows them to book when they want to, whether it’s after you’re closed or just moments before they walk in.
Similarly, your employees expect to easily schedule a client appointment directly from their mobile phone.
2 Deliver highly personalised experiences. Maintaining a client profile digitally, along with intake forms, consultation data and treatment preferences equip your providers to deliver high quality treatments.
If you have more than one location, that client profile should be accessible from anywhere, which ensures that visit history, notes, preferences are all used to deliver a consistent experience.
3 Engage with clients between visits. Every client that you see came in for a reason. It’s your job to capture, understand and act upon that. If a client came in because of dull skin, be sure to send home care instructions after the visit, followed by a series of educational tips via email. Nurture their interest in a meaningful manner. Remind them when it’s time for their next visit. Encourage them with special notices.
With technology, you can make every digital communication seem like a personal conversation. Customer segmentation and trigger-based rules help you get the right message to the right client at the right time. The best part, it’s all automated.
Read more from this issue of Spa Business magazine
View contents of Spa Business 2015 issue 4
Letters:
Concerns raised over massage-on-demand vetting systems
Interview: Michael Tompkins
What’s next for Michael Tompkins as he takes a step back at Hilton Head Health? Rhianon Howells finds out
Promotional feature: Dr Burgener Switzerland
Leading skincare brand Dr Burgener Switzerland combines natural ingredients with advanced technology to produce exceptional results – and the company sees customisation as the way forward for each of its spa clients
Trends: Workplace wellness
Neena Dhillon looks at two award-winning employee wellness programmes and asks how spas can get involved in this burgeoning market
Promotional feature: ESPA
ESPA International has always been a leader in the global spa business but has never been averse to change. The CEO and son of its founder explains how the company he joined 22 years ago is adapting to meet the challenges facing the industry today
Research: Onwards & upwards
ISPA research shows the US spa sector has reached new heights. Colin McIlheney analyses the findings
Promotional feature: Phytomer
Director of international development, Tristan Lagarde, explains how PHYTOMER has become a leader in the field of technological skincare development, and how spas can benefit from the brand’s success
Spa concept: Eforea 2.0
Hilton has refreshed its spa concept to make it more appealing to hoteliers. But what’s changed? Jane Kitchen finds out
Promotional feature: Living Earth Crafts
Brian Paris, spa designer and VP of sales for Living Earth Crafts, explains how the company is helping spa operators become more efficient with space-saving but stylish spa equipment and accessories
Zenoti helps business providers in the beauty, wellness and fitness space grow their business. The founding team brings expertise in building enterprise solutions that have been used by 200 of the Fortune 500 companies.
Zenoti’s solution addresses the needs of spas, salons, medical spas, fitness centres and yoga studios with technology based on three principles – reliable and speedy service, capabilities that support end-to-end business processes, and ease of use. The core solution enables a business to deliver delightful customer experiences, achieve operational excellence and drive revenue growth. Zenoti offers 24/7 customer service, free training and consulting services in addition to the core software.
Join 5,000 salons, spas and medi-spas that have already grown their business
People taking GLP-1 weight loss medications such as Ozempic, Wegovy, Mounjaro and Zepbound
may be losing weight, but they’re also becoming less physically active, according to new
research presented at the ENDO 2026 annual meeting of the Endocrine Society
Abu Dhabi-based investment firm Mubadala Capital has made a binding, fully financed
€1 billion
offer to acquire Pierre and Vacances SA, the European holiday resort operator behind the
continental European Center Parcs business.
Global retreat trade show, Synergy The Retreat Show, has launched a resource called The
Source, which hosts an open-access online Transformation Series programme.
The Standards Authority for Touch in Cancer Care (SATCC) charity has announced its first five-
day Living with Cancer and Beyond retreat, which will be held at Carden Park Hotel and Spa in
Cheshire, UK, between 1 and 5 September.
Patmos Aktis, a Luxury Collection Resort and Spa, has opened in Greece, with a renovated and
rebranded wellness offering called Ansana Wellness and Spa.
The Mauna Kea Beach Hotel, an Autograph Collection property in Hawaii, US, has opened its
22,000 sq ft indoor-outdoor Spa at Mauna Kea as the final step in the property’s overall
renovation, which has cost more than US$180 million (€166 million, £140 mill
The UK spa review and discovery platform for consumers, the Good Spa Guide, has announced
it will host the Good Spa Guide Awards 2026 during an event on 16 November at Sopwell House
Hotel in St Albans, UK.
Eighty-four per cent of consumers now say wellness is a top priority in their lives, with this
percentage increasing year on year, according to a preview presentation of McKinsey’s Future of
Wellness 2026 research report.
Mass protests have been taking place since Monday 1 June in Albania over the development of
a luxury resort by Donald Trump’s daughter Ivanka Trump and her husband Jared Kushner.
Global Wellness Day (GWD) marked its 15th anniversary on Saturday 13 June 2026, with the
theme: #JoyMagenta – a celebration of the healing qualities of simple gestures and activities
that spark joy.
