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
Four Seasons Resort The Nam Hai in Hoi An, Vietnam, has put together a Global Wellness Day
(GWD) agenda with activations rooted in nature and shaped by four pillars of Joy – in
alignment with the day’s theme #JoyMagenta.
The Global Wellness Summit (GWS) will celebrate its 20th anniversary at the 2026 event in
Phuket, Thailand, later this year with the theme: The Science, Art and Soul of Wellness.
Auko, an all-inclusive development, is opening in Phong Nha in Vietnam in Q3 2026, with a
series of 30 tented eco-lodges and wellness hospitality operations by Lumina Wellbeing.
Therme Manchester’s 28-acre development, which will include interconnected glass pavilions
that measure 65,000sq m, will be the largest bathing and wellbeing attraction in the world once
complete, according to prof David Russell, CEO of Therme UK.
Naples Beach Club, a Four Seasons Resort, has opened a 2,800sq m spa called The Sanctuary,
with the design and concept inspired by the Native American people that populated Florida’s
Southwest coast – the Calusa.
Swire Hotels’ luxury hospitality brand Upper House has revealed it will roll out its two-day
House of Healing retreats at its three hotels in Hong Kong, Chengdu and Shanghai.
LVMH-owned beauty house Guerlain will launch up to five spas with partners a year as part of
its plan to expand globally, according to the brand’s international spa and wellness director,
Diane Davody.
A new global study by Kevin Kelly and Peter Yesawich, called WELLSurvey 2.0, has revealed
more than half of consumers in the UK, US and Germany would not choose numerous high-
profile wellness resort brands for a future trip.
Luxury hospitality and wellness pioneer Jeremy McCarthy has launched Leisure Alchemy, a
digital platform that will provide professionals with strategic guidance on how to build
transformational leisure experiences that drive profit.
