marlinda
Published on Nov 20, 2015
No Description
MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
OBJECTIVES:
- Increase frequency of visits
- Increase average value of services per visit
- Partner with Burlingame community/local non profit
KEY PERFORMANCE INDICATORS (KPI'S)
- Need to establish target for optimal # of vists/per month; and per year
- Gather average # of visits/average value of services across 50 customers
- Consider testing marketing activities on select group of customers vs. All (a/b split)
STRATEGY
- Understand feedback from clients immediately following services
- Maintain an ongoing communication with clients via email and Facebook
- Demonstrate the value of committing to multiple services
Photo by quapan
At Marlinda's we continually strive to provide a high standard of skin and body care by using effective and award winning products to compliment our expert Aesthetician's touch. We're also passionate and dedicated in merging science and aesthetics along with world-class customer service to bring all our guests an unforgettably relaxing and divine experience.
Photo by MightyBoyBrian
THINK ABOUT CUSTOMER EXPERIENCE
- Learning about services...
- Booking service
- Getting there
- 1st step into Marlinda's
- Check out
Learning about services: website, google, Facebook, yelp
Booking service: online, phone; helpful info
Getting there: detailed location description, parking, meters,
1st step: think unforgettably relaxing and divine....
Check out: feedback/survey card; cash tip/1st time ok
Booking service: online, phone; helpful info
Getting there: detailed location description, parking, meters,
1st step: think unforgettably relaxing and divine....
Check out: feedback/survey card; cash tip/1st time ok
Photo by TempusVolat
FACEBOOK -- CHANCE TO ALWAYS TALK TO CLIENTS
- Need to be frequent - 2x/week, minimum
- Not just promos and selling
- Show your brand personality; ask clients to join conversation
- Like other Burlingame local stores and non profits that you believe in
- Metrics: fans (set goal as % of total clients); likes, comments and shares = engagement
Photo by Xraijs_
EMAIL & SMS
- What % of customers do you have opt-in email/mobile?
- What are you sending now? How often?
- Metrics - open rate, click-thru rate, book rate?
MULTIPLE SERVICES/PROMOS
- Aestheticians: spiffs to sell multiple services/upfront payment
- Reward for spiff could be bartered gift certificate from local Burlingame store/restaurant
- Always on promotion: buy 3 of x service get 10% off; buy 6 get 15% off; buy 12 get 20% off
- Holiday promos: discounted service + $10 to Dress for Success; collect donated goods
Photo by seyed mostafa zamani
MORE...
- Marlinda's Member Exclusive
- Girls Day at the Spa package; partner with local restaurants
- Social media on local non profit partnerships
