Customer Loyalty Program
Citing its robust
integrated platform, Renewal Institute has deployed
Zenoti
to centralize operations of their multi-location
clinics.
Bellevue, WA (April 5, 2018) - Customer loyalty programs are critical tools for engaging and retaining customers. But they can be difficult for large multi-location spas, medical spas and salons to manage.
Citing its robust integrated platform, Renewal Institute has deployed Zenoti to centralize operations of their multi-location clinics. And with that switch comes an enhanced, transparent customer loyalty program solution.
Renewal Institute is a medical aesthetic and integrative medicine clinic with 16 locations in South Africa, and they have struggled to manage their complex tiered customer loyalty program. In their previous software, assigning points to customers based on spend was a big task due to their 16 individual databases and multiple patient profiles – rewards and redemptions were often calculated manually. This led to an inconsistent and error-prone process, which offered little customer insight into how points were tracked or rewards earned.
Since switching to Zenoti, Skin Renewal has streamlined their customer loyalty program. Loyalty program points are now accrued automatically in Zenoti as customers receive services, and voucher issuing for rewards and discounts are automated through an always-on marketing campaign.
Skin Renewal’s customers also benefit from Zenoti’s enhanced customer loyalty program software. Customers can access the details of their loyalty program through the webstore or customer mobile app at any time. They can always see what tier of the loyalty program they’re in, how many points they have and how many points they need to move to the next tier or earn their next reward.
“With 16 clinics to manage and 16 individual databases, manual tracking for duplicate profiles had become time-intensive and inaccurate. Our loyalty program needed an overhaul,” said Danica Bloomberg, project manager at Skin Renewal. “Zenoti’s centralized solution automated the entire program. It’s transparent, clear and easy to use for customers and staff alike.”
With Zenoti, Skin Renewal has transformed its customer loyalty program from a headache to an opportunity. Customers remain engaged with predictable discounts and rewards based on their visit frequency and spend.
“Customer loyalty programs are only effective when they provide a clear benefit to customers,” said Sudheer Koneru, CEO at Zenoti. “We’re pleased to partner with Skin Renewal to offer a reliable, straight-forward loyalty program that delights their customers while supporting Skin Renewal’s business and revenue goals.”
ABOUT SKIN RENEWALThe first Skin Renewal clinic opened in 2005. By early 2018, Skin Renewal had 16 clinics in four cities in South Africa. Today, the company operates under the umbrella of the Renewal Institute, which includes the Skin Renewal, Body Renewal, Health Renewal, Brain Renewal and Sleep Renewal clinics, the Oasis Spa, and a companion online skin shop, https://onlineskinshop.co.za/.
Renewal Institute offers integrative medicine and anti-ageing aesthetic procedures that provide alternatives to traditional surgical cosmetic procedures. Founded by Dr. Maureen Allem in 2005, Skin Renewal Clinics are managed and operated by resident aesthetic doctors. A staff of qualified and experienced technicians, nurses and therapists further support the doctors, providing a range of customized solutions to clients dependent on expectations, budget, time and medical conditions.
To learn more about Skin Renewal, visit https://www.skinrenewal.co.za.
ABOUT ZENOTIZenoti provides an all-in-one, cloud-based software solution for the spa, salon and med spa industry. The Zenoti platform is engineered for reliability and scale, harnessing the power of enterprise-level technology for businesses of all sizes.
Zenoti powers thousands of spas and salons in over 50 countries. Zenoti allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, PoS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending.
To learn more about Zenoti, visit https://www.zenoti.com/.
Do This For Incredible Results On Mother’s Day
Odds are, you already have Mother’s Day sales ideas in the works. But you may not have tried this simple strategy, which can boost sales with no added costs and minimal effort.
Try creating a Mother’s Day wish list sales campaign. The wish list is a great way for moms to give their partner or kids a gentle hint on their perfect Mother’s Day gift.
Here’s how it works. Your clients tell you what they wish they could try, generally services that are a bit more of a luxury than they can normally afford or services that require the luxury of time. You capture their wishes and, well, help make them come true.
It sounds easy, but the key is to implement this Mother’s Day sales idea in a way that is natural, effective and takes little time to implement.
1. Create Mother’s Day Wish Lists
Most importantly, let your guests know that you have a wish list.
You’ll need to provide front-desk staff with the right language and training to introduce the wish list, whether it’s over the phone or in person.
The key is to make it easy and quick for your guests to share their wish list with you.
Each Wish List starts a conversation between clients and staff to help identify the perfect gift.Capturing the wish list in a tablet or through an online form makes the experience easier for the customer, with the service menu at their fingertips. It also saves staff time as the data will automatically be saved to your software system and avoids the headaches from illegible handwriting. (If you are not a Zenoti client and can’t easily set up a digital wish list, here’s a physical card template for you.)
Your front desk should be ready to encourage the right items, which might be a service your guest has never tried or retail products that complement the guest’s typical services. The key is to make any suggestions personal and meaningful.
2. Make the Wish Happen
There’s little that’s more disappointing than not receiving the gift you were expecting. It’s your job to make sure that you contact every gift giver. If your front desk can make the time, personal phone calls are ideal; otherwise, you’ll want to automate emails. (Make sure to read our guide to Mother’s Day email subject lines first.)
Use a phone script to share your guest’s wish list ideas. Email those who don’t answer right away or prefer receiving emails.If you’re calling your guests, you’ll probably need to make multiple attempts to connect with the gift giver (beyond voicemail). You’ll need a good tracking system that allows you to take notes and assign follow up dates to make sure no one falls through the cracks. Your software should track this for you. If you are not a Zenoti client, use a spreadsheet to track each guest through to completion.
3. Make It Easy on Your Gift Giver
You’ll want to make it easy for the gift giver to pay for the wish list items. There are few scenarios that you may want to support.
Typically, the gift giver will purchase everything on the wish list. You should be ready to collect an up-front payment over the phone. And, you’ll need to send a confirmation email to the recipient.
Email your client when her wish list has been fulfilled and encourage her to schedule the next appointment.Be ready for some gift givers to purchase only a few items on the list or choose a gift card instead — encourage them to gift what they’re able to from the wish list. Remind them it’s a tool to help their loved one feel extra special this Mother’s Day.
Retailers like Amazon, Nordstrom, Anthropologie and even Apple have been using wish lists for a long time with great results. Today, it’s easy for you to implement a wish list program for your salon or spa.
Zenoti understands your business. Our software is designed to help you implement growth strategies in an easy, impactful way. To learn more about Zenoti software, request a demo.
