VP of Marketing, Saritha Katikaneni

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.