IT’S ALL
THE
BY
ADAM
HOETTE
These are challenging Times for reTailers,
and spas are no excepTion. customer loyalty, retention
and profit margins are constantly in flux like never before. it’s more
difficult than ever to be seen by the market as a provider of unique
offerings.
Wouldn’t it be great if there were a way to improve these metrics,
with little risk and great potential reward? fortunately, there is a
way—the customer experience.
improving the customer experience (cx) is one of the most
inexpensive, immediate and impactful paths spas can take to
address these challenges. it is the ultimate low-hanging fruit—
offering a simple and tangible means of increasing customer loyalty
and creating valuable differentiation.
in this article we’ll explore this concept further, with the goal of
better understanding how experiential thinking can help spa brands
stand out in a crowded and noisy market.
48
PULSE
■
May 2018