SpaBoom Feature: Customer Retention

May 22, 2014 Kathy Watts permalink

CRMCustomer retention is important in order to grow and maintain a healthy business. Maintaining regular contact with your clients can make the difference between them returning to your business or going with the next business down the street.

SpaBoom makes retaining customers easy with our Customer Retention functionality. It allows you to send email communications to customers in two different categories: those who haven’t visited you in a short or long while, and those who purchased a gift certificate almost a year ago for specific events (birthday, holiday, anniversary). Let’s take a look at how these work.

Visit Reminders

Visit reminders can be used if you are using Booking or Rewards functionality in SpaBoom. Clients are reminded if they haven’t been back to see you in a short while (usually 30-60 days, depending on your business type) and a second email is sent if a longer period passes between visits (usually 90-120 days). The longer period email will have an offer attached to it, to motivate them to come back and see you again. Visit reminders are a great way to stay in touch with your clients who may have gotten too busy to remember to schedule an appointment.

Purchase Reminders

Purchase reminders are used to remind a customer, who purchased a gift certificate almost a year ago, that the event they purchased it for (birthday, anniversary, holiday) is coming up again soon and suggest it is time to purchase another gift certificate for that same event this year. It’s a good way to stay in touch with those clients who used you last year and may have forgotten about you since then, and also provides a friendly reminder to them that a gift-giving opportunity is coming up soon.

Using Customer Retention can help you catch those clients who may get busy and lost in the shuffle of life, and remind them to come back and see you again.

We’ve made it easy to use the SpaBoom Client Retention functionality, just turn it on, make sure the email content looks good, and then let the system do all the work for you.

Here’s how:

  • Go to the Marketing tab and turn on Customer Retention at the bottom of the page
  • Once turned on, you will see 1-3 emails depending on the functionality you are using (booking and rewards)
  • You can go in and review the content of these emails, and edit them if you like. Go in and view the offer attached to the long period with no visit email to make sure it’s correct as well

And that’s it! Once you’ve turned on Customer Retention, and verified the content of the emails and the offer, you’re all set. The day after you turn it on, SpaBoom will take it from there and automatically send these reminder emails to your clients. It’s that easy!

With so much competition for business these days, SpaBoom’s Customer Retention is an important feature to help you stay in touch with your clients.

Have questions or need help setting up Customer Retention? Give us a call! We’re always happy to help.

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