WHY SPAS MUST OWN THE GUEST JOURNEY BY DR . MICHELA HENKE CILENTI
ACROSS THE SPA INDUSTRY , reports of a sharp rise in demand for spa services and treatments and weekslong waits for new appointments have many celebrating the industry ’ s recovery from the darkest days of 2020 and the pandemic-related restrictions that lingered well into last year . The industry ’ s relatively quick comeback has been amazing , and after the array of challenges and setbacks spa leaders worldwide have so brilliantly overcome , they have earned the right to feel optimistic . Appreciative spa-goers have returned to many spas in droves , ready to incorporate ( or re-introduce ) a higher level of wellness into their newfound routines .
An outside observer would be forgiven for surveying the landscape described above and wondering ,“ So , what ’ s the issue here ?”
46 PULSE n JULY 2022