Service Marketing - SPA Experience
•Download as DOCX, PDF•
1 like•38 views
People go to spas to relax and rejuvenate, and feel refreshed afterwards. However, customers surveyed suggested some small improvements like offering welcome drinks, snacks, free WiFi, and ensuring clean towels. Some prefer quieter spa employees and value privacy. Customers also wanted personalized deals, home services, and treatments like hydrotherapy. Analyzing different customer types is important for effective service positioning. Understanding the market and customers' perspectives is key through surveys and reviews. Successfully internalizing the chosen positioning within the spa is critical.
Report
Share
Report
Share
Recommended
Business communication
1. Customers are vital to any company's survival as they purchase products and are the source of profits.
2. Building and maintaining good relationships with customers is key for business organizations through customer satisfaction, quality service, and product quality.
3. Feedback from customers, whether positive or negative, helps companies understand what is good or bad about their products and services so they can improve and keep satisfied, loyal customers.
On demand beauty app
To Build a Beautician App and to know about the 'Beauty and wellness Industry'. This Blog will be helpful...
Customer Service
This document discusses the importance of designing an effective customer service process. It outlines 3 key steps:
1. Review customer, system, and people needs. Understanding what customers value and are turned off by is essential.
2. Set a goal to exceed customer expectations in the areas of value, convenience, and information. Consider customers' perceptions and what promises to keep.
3. Develop clear policies and procedures for employees to follow to ensure a quality customer experience. Write job descriptions to establish roles and responsibilities. Resources are provided to help with this. The overall goal is to gain loyal, long-term customers through addressing their needs.
Chapter 1 a
The document discusses the key components of customer service: who provides service (every employee), what customer service entails (developing customer satisfaction), when service is performed (at all times as a business is always being evaluated), and where common types of service interactions take place (call centers, retail stores, wholesale distribution, and service industries). It emphasizes that customer service is critical for business success as it aims to create repeat customers and positive word-of-mouth through satisfied customers. Companies research customers' wants and needs and establish mission statements, policies, and procedures to continuously deliver great service.
Customer Service 2014
The document outlines an agenda for a customer service boot camp that is intended to train employees to provide extraordinary customer experiences through perfecting daily interactions, with topics including combining purpose with function, telephone etiquette, shift changes, hospitality, internal customer service, recovery techniques, and final impressions. The boot camp's goal is to equip recruits with intensive education on specified skills so they are well prepared to handle a variety of customer service situations professionally.
Customer service
The document discusses the importance of customer service and exceeding customer expectations. It defines good customer service as delighting the customer by going above and beyond their expectations. The focus should be on pleasing customers as they define the level of service, not the organization. To consistently delight customers, the organization must constantly overdeliver on their service. The document emphasizes developing dependable delivery, addressing customer complaints, following through on promises, and building loyalty through the customer experience with front-line technicians. The goal is to provide better customer service than competitors to gain market share.
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...Atlantic Training, LLC.
This document provides an outline for a training session on delivering and improving effective customer service. It will include introductions, exercises on customer identification and service, discussions on meeting customer expectations and managing complaints. Trainees will learn both theory and practical skills to enhance their customer service. The session emphasizes that customers perceive the overall experience, so all aspects must meet expectations, from products to staff attitudes. Both procedural systems and personal interactions impact service quality.Benefits of good customer service
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
Recommended
Business communication
1. Customers are vital to any company's survival as they purchase products and are the source of profits.
2. Building and maintaining good relationships with customers is key for business organizations through customer satisfaction, quality service, and product quality.
3. Feedback from customers, whether positive or negative, helps companies understand what is good or bad about their products and services so they can improve and keep satisfied, loyal customers.
On demand beauty app
To Build a Beautician App and to know about the 'Beauty and wellness Industry'. This Blog will be helpful...
Customer Service
This document discusses the importance of designing an effective customer service process. It outlines 3 key steps:
1. Review customer, system, and people needs. Understanding what customers value and are turned off by is essential.
2. Set a goal to exceed customer expectations in the areas of value, convenience, and information. Consider customers' perceptions and what promises to keep.
3. Develop clear policies and procedures for employees to follow to ensure a quality customer experience. Write job descriptions to establish roles and responsibilities. Resources are provided to help with this. The overall goal is to gain loyal, long-term customers through addressing their needs.
Chapter 1 a
The document discusses the key components of customer service: who provides service (every employee), what customer service entails (developing customer satisfaction), when service is performed (at all times as a business is always being evaluated), and where common types of service interactions take place (call centers, retail stores, wholesale distribution, and service industries). It emphasizes that customer service is critical for business success as it aims to create repeat customers and positive word-of-mouth through satisfied customers. Companies research customers' wants and needs and establish mission statements, policies, and procedures to continuously deliver great service.
Customer Service 2014
The document outlines an agenda for a customer service boot camp that is intended to train employees to provide extraordinary customer experiences through perfecting daily interactions, with topics including combining purpose with function, telephone etiquette, shift changes, hospitality, internal customer service, recovery techniques, and final impressions. The boot camp's goal is to equip recruits with intensive education on specified skills so they are well prepared to handle a variety of customer service situations professionally.
Customer service
The document discusses the importance of customer service and exceeding customer expectations. It defines good customer service as delighting the customer by going above and beyond their expectations. The focus should be on pleasing customers as they define the level of service, not the organization. To consistently delight customers, the organization must constantly overdeliver on their service. The document emphasizes developing dependable delivery, addressing customer complaints, following through on promises, and building loyalty through the customer experience with front-line technicians. The goal is to provide better customer service than competitors to gain market share.
Delivering and Improving Effective Customer Service Training by CustomerServ...
Delivering and Improving Effective Customer Service Training by CustomerServ...Atlantic Training, LLC.
This document provides an outline for a training session on delivering and improving effective customer service. It will include introductions, exercises on customer identification and service, discussions on meeting customer expectations and managing complaints. Trainees will learn both theory and practical skills to enhance their customer service. The session emphasizes that customers perceive the overall experience, so all aspects must meet expectations, from products to staff attitudes. Both procedural systems and personal interactions impact service quality.Benefits of good customer service
If you are looking for call center services philippines, outbound call center philippines, telemarketing services philippines, customer service outsourcing philippines please contact IspeakSolutions.
Offer_SONIDO_ENG
The document discusses Sonido, a customer service outsourcing company. It summarizes that Sonido aims to be an extension of clients' businesses by providing high-quality customer care services through knowledgeable agents. This is done to ensure positive customer experiences while balancing an organization's budgets and operating expenses. Sonido offers various call center and marketing services, including inbound/outbound calls, SMS marketing, email marketing, and consulting, to effectively serve customers for clients.
49. When You Want Feedback From The Customer
The document discusses techniques for obtaining feedback from customers to improve customer service. It provides a dialogue example of a bank employee asking a customer questions about their service experience and satisfaction. The employee offers the customer choices in answering, uses the customer's name, says thank you, and offers to follow up. This shows the customer the bank cares about feedback and will try to make improvements. The document advises that when collecting feedback, businesses must also take action and provide follow up responses, or customers may feel it is disingenuous.
Importance of customer
The document discusses customers and their importance to businesses. It defines a customer as the most important person and reason for a business's existence. It notes that customers have a variety of needs beyond just products/services, including emotional needs, and that employees should aim to satisfy all of a customer's needs to build loyalty and ensure repeat business. Finally, it emphasizes the importance of handling customer complaints calmly, apologizing for any issues, and working to find a resolution to prevent losing customers.
Customer Service
This document discusses customer service and the key aspects of providing excellent customer service. It defines customer service as consistently giving customers what they need and want. An organization focused on customer service values the right mission, vision, leadership, and employees. It also discusses the different types of customers an organization may have and the various skills and approaches needed to properly serve customers through different channels like face-to-face, telephone, email, call centers, and websites.
CUSTOMER SERVICE
This document discusses the importance of customers in business. It states that customers are the ultimate purchasers of products and users of services, and without customers a business cannot operate. Good customer service is important for customer retention and generating profits for a company. The document also discusses how meeting or exceeding customer expectations leads to greater customer satisfaction.
Customer service level two
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
DOVETAIL SERVICES PNL Presentation
This document provides an overview of the telemarketing services offered by Debbie Lovelock, including outbound telemarketing, subscription renewals, acquisitions, cross-selling, and customer service. It highlights over 15 years of experience and a personalized approach. A case study details a successful campaign to cross-sell a new history publication through a trial offer that gained 600 new subscribers. Testimonials praise the professionalism and excellent customer service.
Etiquette of customer interaction
This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.
Customer service Basic Training
Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction.
http://www.saharconsulting.com
How to Grow Your Business
Use a doctor’s answering service and never miss an opportunity. Source: https://www.answeringservicecare.net, Information shared above is the personal opinion of the author and not affiliated with the website.
Customer Service
This document discusses customer service and provides guidance on key aspects of effective customer service. Some of the main points covered include:
- Customer service is about consistently achieving and exceeding customer expectations.
- Anyone who interacts with customers, both internal and external, has a responsibility to provide excellent customer service.
- It is important to acknowledge customer needs, remain polite, use positive language, avoid jargon, and greet and communicate professionally with customers.
- Active listening, body language, appearance and communication skills are also important for good customer service.
- Questions should be asked to fully understand customer complaints and resolve issues effectively.
PFR Report
Jojoba Mobile Spa 2012 is a mobile day spa venture started by 5 entrepreneurs in Delhi, India. They invested Rs. 10,00,000 (Rs. 2,00,000 each) and established an office in a 50x25x10 cubic ft space in Shrilok apartment. The spa aims to provide relaxation services like massages, facials, and therapies to customers in Delhi. The entrepreneurs conducted market research and found demand for mobile spa services. Jojoba plans to target customers in Delhi through various marketing strategies and by providing high quality services.
Business Plan presentation-By Arun raj v
This document summarizes a business plan for an ayurvedic healthcare services company called Dr. Charaka Services that will offer app-based ayurvedic treatment. The company aims to provide convenient access to quality ayurvedic services using an app. Treatments will be decided by both in-house and external experts. The business plans to start operations in Mangalore city and expand based on growth. It outlines objectives, strategies, and financial projections over four years.
Clinic Management Best Practices
This webinar covered various topics related to clinic management best practices:
1. Turning no-shows into yes-shows by setting policies, identifying trends, better scheduling, sending reminders, and cutting repeat offenders.
2. Qualities to look for in front office staff like being a biller, pro collector, able to juggle tasks, knowledgeable about software, and not clock-punching.
3. Factors to consider when choosing a specialty and location like market potential, personal experience, demographics, competition, and real estate specifics.
Spanovator company profile june 2011
Sunai Wachirawarakarn is an experienced spa consultant who has managed and developed various spa businesses throughout Thailand and Southeast Asia. The document provides details about Sunai's experience and qualifications, current and past spa consulting projects, and contact information.
Spa revenue management
The document discusses how revenue management strategies can help boost profits for resort hotel spas. It outlines several strategies resort spas can use, including pre-arrival communication, time management of treatments, overbooking, dynamic pricing, and generating additional revenue through retail sales and memberships. Implementing these strategies can help spas better utilize their capacity and meet guest expectations, contributing positively to the resort's overall financial performance.
01 MRS Service & Sales Training Presentation
The training document provides an overview of service and sales training at Massage Retreat & Spa. Key points covered include:
1) Expectations for employees around dress code, timeliness, breaks, and asking questions.
2) Resources and support available to employees from in-spa leadership and management teams.
3) Training on customer service, massage therapies, facials, retail sales, and membership programs.
4) Role-plays and examples of booking appointments, checking clients in and out, and following up on sales.
5) Reviews of spa structure, pricing, and policies around the Healthy Savings Program membership.
Case study on Dental spa
1) A dental clinic is considering adding "dental spa" services like paraffin hand treatments to make dental visits more comfortable for patients.
2) While enhanced patient experience and available trained professionals support adding these services, the financial impact may be challenging as spa services are costly and patients may not see the value in paying extra for them at a dental clinic rather than at a dedicated spa.
3) Of the three factors considered - patient experience fit, operational fit, and financial impact - a dental spa would be least likely to pass the financial impact assessment.
spabusinessplanexample-rose-171205122608.pdf
The document provides a business plan for a proposed day spa called Bio-Valley Day Spa. It includes an executive summary that outlines key details of the business such as services offered, location, management team, and future goals. The full business plan then goes into further detail on aspects such as the company background, purpose of the plan, proposed operations, marketing strategies, and financial projections. The plan is being submitted to a lecturer for review and consideration of loan funding from MARA.
Spa business plan example rose
Bio-Valley Day Spa is opening a new spa in Melaka, Malaysia. The business plan outlines the company background, services offered, management team, and location. Four partners are establishing the spa as a partnership company, with the goal of providing natural health and beauty treatments to customers. The plan provides details on the services, staffing, location, and financial projections to support the new spa business.
Spa novator Company Presentation
Sunai Wachirawarakarn is an experienced spa consultant who has managed and developed various spa businesses throughout Thailand and Southeast Asia. They provide comprehensive spa strategies and management services to ensure business success. Their current projects include managing Spa IV and assisting with the development of Panna Spa. They previously oversaw 13 spas as Operation Manager for Mspa International.
JSMS review
The document provides an overview of Javana Spa, a luxury spa resort in Indonesia. It summarizes recent negative online reviews criticizing the spa's dated facilities, poor food and service, and inflated prices compared to their day spa. The document then provides recommendations to improve the spa, including implementing HR best practices and staff training, developing a clear design concept, focusing on maintenance, and improving energy efficiency. Overall, it finds that while the location is valuable, the spa needs significant upgrades to facilities, service, and operations to match its marketing and prices.
More Related Content
What's hot
Offer_SONIDO_ENG
The document discusses Sonido, a customer service outsourcing company. It summarizes that Sonido aims to be an extension of clients' businesses by providing high-quality customer care services through knowledgeable agents. This is done to ensure positive customer experiences while balancing an organization's budgets and operating expenses. Sonido offers various call center and marketing services, including inbound/outbound calls, SMS marketing, email marketing, and consulting, to effectively serve customers for clients.
49. When You Want Feedback From The Customer
The document discusses techniques for obtaining feedback from customers to improve customer service. It provides a dialogue example of a bank employee asking a customer questions about their service experience and satisfaction. The employee offers the customer choices in answering, uses the customer's name, says thank you, and offers to follow up. This shows the customer the bank cares about feedback and will try to make improvements. The document advises that when collecting feedback, businesses must also take action and provide follow up responses, or customers may feel it is disingenuous.
Importance of customer
The document discusses customers and their importance to businesses. It defines a customer as the most important person and reason for a business's existence. It notes that customers have a variety of needs beyond just products/services, including emotional needs, and that employees should aim to satisfy all of a customer's needs to build loyalty and ensure repeat business. Finally, it emphasizes the importance of handling customer complaints calmly, apologizing for any issues, and working to find a resolution to prevent losing customers.
Customer Service
This document discusses customer service and the key aspects of providing excellent customer service. It defines customer service as consistently giving customers what they need and want. An organization focused on customer service values the right mission, vision, leadership, and employees. It also discusses the different types of customers an organization may have and the various skills and approaches needed to properly serve customers through different channels like face-to-face, telephone, email, call centers, and websites.
CUSTOMER SERVICE
This document discusses the importance of customers in business. It states that customers are the ultimate purchasers of products and users of services, and without customers a business cannot operate. Good customer service is important for customer retention and generating profits for a company. The document also discusses how meeting or exceeding customer expectations leads to greater customer satisfaction.
Customer service level two
Hello viewers, this presentation covers key attributes that makes one successful in delivering good customer service. I have named it as “advanced” because there is a basic presentation that I use to set a firm ground and then transition into this. Most of the data here is not my proprietary but has been looked up on various internet search engines. Hope you find this interesting.
DOVETAIL SERVICES PNL Presentation
This document provides an overview of the telemarketing services offered by Debbie Lovelock, including outbound telemarketing, subscription renewals, acquisitions, cross-selling, and customer service. It highlights over 15 years of experience and a personalized approach. A case study details a successful campaign to cross-sell a new history publication through a trial offer that gained 600 new subscribers. Testimonials praise the professionalism and excellent customer service.
Etiquette of customer interaction
This document discusses etiquette and protocols for customer interaction. It covers 6 modules: office etiquette and protocol, business conversation skills, basic customer care skills, handling difficult situations, making a positive first impression, and telephone handling. The benefits of good customer service are also discussed, including increased customer satisfaction, retention, and the company's bottom line. Body language, attitude, behavior, and distance are important aspects of customer interaction etiquette.
Customer service Basic Training
Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction.
http://www.saharconsulting.com
How to Grow Your Business
Use a doctor’s answering service and never miss an opportunity. Source: https://www.answeringservicecare.net, Information shared above is the personal opinion of the author and not affiliated with the website.
Customer Service
This document discusses customer service and provides guidance on key aspects of effective customer service. Some of the main points covered include:
- Customer service is about consistently achieving and exceeding customer expectations.
- Anyone who interacts with customers, both internal and external, has a responsibility to provide excellent customer service.
- It is important to acknowledge customer needs, remain polite, use positive language, avoid jargon, and greet and communicate professionally with customers.
- Active listening, body language, appearance and communication skills are also important for good customer service.
- Questions should be asked to fully understand customer complaints and resolve issues effectively.
What's hot (11)
Similar to Service Marketing - SPA Experience
PFR Report
Jojoba Mobile Spa 2012 is a mobile day spa venture started by 5 entrepreneurs in Delhi, India. They invested Rs. 10,00,000 (Rs. 2,00,000 each) and established an office in a 50x25x10 cubic ft space in Shrilok apartment. The spa aims to provide relaxation services like massages, facials, and therapies to customers in Delhi. The entrepreneurs conducted market research and found demand for mobile spa services. Jojoba plans to target customers in Delhi through various marketing strategies and by providing high quality services.
Business Plan presentation-By Arun raj v
This document summarizes a business plan for an ayurvedic healthcare services company called Dr. Charaka Services that will offer app-based ayurvedic treatment. The company aims to provide convenient access to quality ayurvedic services using an app. Treatments will be decided by both in-house and external experts. The business plans to start operations in Mangalore city and expand based on growth. It outlines objectives, strategies, and financial projections over four years.
Clinic Management Best Practices
This webinar covered various topics related to clinic management best practices:
1. Turning no-shows into yes-shows by setting policies, identifying trends, better scheduling, sending reminders, and cutting repeat offenders.
2. Qualities to look for in front office staff like being a biller, pro collector, able to juggle tasks, knowledgeable about software, and not clock-punching.
3. Factors to consider when choosing a specialty and location like market potential, personal experience, demographics, competition, and real estate specifics.
Spanovator company profile june 2011
Sunai Wachirawarakarn is an experienced spa consultant who has managed and developed various spa businesses throughout Thailand and Southeast Asia. The document provides details about Sunai's experience and qualifications, current and past spa consulting projects, and contact information.
Spa revenue management
The document discusses how revenue management strategies can help boost profits for resort hotel spas. It outlines several strategies resort spas can use, including pre-arrival communication, time management of treatments, overbooking, dynamic pricing, and generating additional revenue through retail sales and memberships. Implementing these strategies can help spas better utilize their capacity and meet guest expectations, contributing positively to the resort's overall financial performance.
01 MRS Service & Sales Training Presentation
The training document provides an overview of service and sales training at Massage Retreat & Spa. Key points covered include:
1) Expectations for employees around dress code, timeliness, breaks, and asking questions.
2) Resources and support available to employees from in-spa leadership and management teams.
3) Training on customer service, massage therapies, facials, retail sales, and membership programs.
4) Role-plays and examples of booking appointments, checking clients in and out, and following up on sales.
5) Reviews of spa structure, pricing, and policies around the Healthy Savings Program membership.
Case study on Dental spa
1) A dental clinic is considering adding "dental spa" services like paraffin hand treatments to make dental visits more comfortable for patients.
2) While enhanced patient experience and available trained professionals support adding these services, the financial impact may be challenging as spa services are costly and patients may not see the value in paying extra for them at a dental clinic rather than at a dedicated spa.
3) Of the three factors considered - patient experience fit, operational fit, and financial impact - a dental spa would be least likely to pass the financial impact assessment.
spabusinessplanexample-rose-171205122608.pdf
The document provides a business plan for a proposed day spa called Bio-Valley Day Spa. It includes an executive summary that outlines key details of the business such as services offered, location, management team, and future goals. The full business plan then goes into further detail on aspects such as the company background, purpose of the plan, proposed operations, marketing strategies, and financial projections. The plan is being submitted to a lecturer for review and consideration of loan funding from MARA.
Spa business plan example rose
Bio-Valley Day Spa is opening a new spa in Melaka, Malaysia. The business plan outlines the company background, services offered, management team, and location. Four partners are establishing the spa as a partnership company, with the goal of providing natural health and beauty treatments to customers. The plan provides details on the services, staffing, location, and financial projections to support the new spa business.
Spa novator Company Presentation
Sunai Wachirawarakarn is an experienced spa consultant who has managed and developed various spa businesses throughout Thailand and Southeast Asia. They provide comprehensive spa strategies and management services to ensure business success. Their current projects include managing Spa IV and assisting with the development of Panna Spa. They previously oversaw 13 spas as Operation Manager for Mspa International.
JSMS review
The document provides an overview of Javana Spa, a luxury spa resort in Indonesia. It summarizes recent negative online reviews criticizing the spa's dated facilities, poor food and service, and inflated prices compared to their day spa. The document then provides recommendations to improve the spa, including implementing HR best practices and staff training, developing a clear design concept, focusing on maintenance, and improving energy efficiency. Overall, it finds that while the location is valuable, the spa needs significant upgrades to facilities, service, and operations to match its marketing and prices.
A few selective slides from the Investor pitch deck of Master Massage
The document proposes a mobile platform called Massage Master to connect massage therapists and customers. It discusses problems in the existing massage industry and how the platform aims to address them. For therapists, Massage Master would allow them to become their own bosses, control their schedules, build their reputation and client base. For customers, it would provide a safe, convenient way to book licensed therapists and enjoy various health benefits of massage therapy. The massage industry is large at $12 billion annually in the US and growing. Mobile online services also continue gaining popularity. The platform aims to optimize the experience for both therapists and customers.
Complete document design exercise # 4
This document discusses setting up and operating a restaurant business. It provides details on:
1) Advertising the business online by creating a website and outlining 5 points for an effective online presence, such as clearly stating the business purpose.
2) Interview questions that will be asked of potential employees, focusing on determining the best division for an applicant and their relevant experience.
3) Dividing responsibilities among partners, such as managing food, sanitation, developing new menus, and serving customers.
4) Providing after-sales customer service, such as offering coupons, conducting surveys, creating a membership program with benefits, and addressing issues like illnesses or foreign objects found in food.
5) Researching the
CUSTOMER SERVICE WEEK NOTES AND LESSON 1.pptx
This document provides an introduction to customer service. It defines customer service as the process of adding value by delivering service to internal and external customers. Good customer service is important for organizations as it leads to benefits like lower costs, higher retention and profits. The document also discusses the importance of managing customer expectations and protecting customer rights through legislation like South Africa's Consumer Protection Act. It provides exercises for students to research similar laws in other countries.
Presentation Customer Service
This document provides an introduction to customer service. It discusses the importance of customer service and defines who customers are, distinguishing between external and internal customers. External customers are categorized as prospects, one-off purchasers, occasional users, regular customers, and advocates. Internal customers within an organization are also important. Customer service involves meeting the needs of all customers through providing goods and services and ensuring a positive customer experience.
Iecsc Spa Management Class
The document discusses spa management strategies based on the expertise of Keith West-Harrison. It emphasizes the importance of 1) supporting the right business model focused on treatments with retail potential, 2) building the right team by hiring employees with desirable qualities beyond just credentials, 3) enforcing the right standards to maximize performance and retention, 4) making the right connections to generate referrals, and 5) envisioning the right future through emerging service opportunities.
Ppt1
This document discusses strategies for developing top customer service at Novotel Tainui hotel based on understanding customer psychology and building strong customer relationships. It emphasizes getting to know customers individually, maintaining good internal and external customer relationships, understanding and exceeding customer expectations, empowering staff, and creating a service-oriented culture throughout the organization. The goal is to differentiate Novotel's customer service from competitors and retain customers through superior satisfaction of their needs.
Service_Marketing_Plan_SPA.pdf
This document provides a marketing plan for Modern Healing Spa Massage. It includes an analysis of the business environment and target market. Key points include:
1) The spa industry is undifferentiated and price sensitive, presenting opportunities to differentiate the brand and increase loyalty through membership benefits.
2) Social media presents an opportunity to improve weak awareness, especially on Facebook which the target market uses.
3) Government agencies like the Department of Health and TESDA regulate massage practices, which the plan must consider.
4) The analysis identifies issues like lack of brand differentiation and loyalty to address with the marketing strategy and mix.
Canny Case Study
Canny is a marketing agency that specializes in driving measurable business growth for clients by deeply understanding their business, customers, and market. They helped a fitness company called Result's Personal Training increase call-ups and leads by 30% through a 5-phase process: 1) Conducting in-depth customer profiling and market analysis; 2) Developing a unique selling proposition; 3) Writing persuasive copy centered around the USP; 4) Designing a sales-driven website; and 5) Implementing a lead magnet. Canny's data-driven approach focuses on measurable results through analytics and accountability.
abstractforroxyssalon
Roxy's Hair Studio conducted a study to understand how to build their clientele. They surveyed current and new clients on their satisfaction levels and what additional services they would like. The survey covered 18 questions and collected both quantitative and qualitative feedback. Based on the analysis, the salon found that customers were generally satisfied but that offering manicure services could help attract more clients and improve business.
Similar to Service Marketing - SPA Experience (20)
A few selective slides from the Investor pitch deck of Master Massage
A few selective slides from the Investor pitch deck of Master Massage
More from Akanksha Gohil
FMCG Company Analysis - Parle & Britania
Analysis of two major FMCG Giants - Parle and Britania.
On BCG and Igor Ansoff
matrix and recommended the marketing strategies that can give the base company competitive
advantage over other.
Adaptive Market Leadership - CavinKare
CavinKarre- its inception and it evolvolution
Strategies of CavinKare
actions helped CavinKare succeed
FieldFresh Foods Pvt Ltd
FieldFresh Foods Private Limited is a joint venture between Bharti Enterprises & Del Monte Pacific Limited.
Challenge faced by FieldFresh Food Pvt Ltd in business markets.
Clients of Fieldfresh
Strategies for the firm to understand its customers
Finolex cables - project
Finolex Cables Ltd is an Indian company that manufactures electrical and telecommunication wires. It started by making wires for the automobile industry and has since expanded its product range. The document discusses Finolex's business practices, clients, best practices, missing practices, and flawed practices. It also provides solutions to improve in areas like corporate governance, after sales service, product range, compensation, digital presence, advertising spend, and inaccurate claims.
Sentiment Analysis on Hong Kong Protest - Using Twitter data
The document summarizes a presentation about analyzing sentiment regarding the Hong Kong protests from Twitter data. It describes how the protests started over an extradition bill and fears over losing rights and autonomy. Sentiment analysis of over 2000 tweets found mostly negative sentiment, with the majority of tweets opposing the extradition bill. Descriptive statistics, word clouds, heat maps and concordance analysis were performed to analyze sentiment toward the Chinese and Hong Kong governments and police forces.
Pricing Pyramid of Play Station
Pricing Strategy and Pricing pyramid of Play station
1. Value Creation
2. price Structure
3. Value Communication
4. Pricing Policy
5. Pricing Level
INDUSTRY ANALYSIS USING PORTER’S FIVE-FORCES FRAMEWORK
INDUSTRY ANALYSIS USING PORTER’S FIVE-FORCES FRAMEWORK - Automobile indsutry.
detailed porter's 5 forces model
New Product in "time share holiday home" category
Here i have created a whole new brand - Blissfull Stayland.
A time share holiday home is a property – a hotel or a luxury resort – wherein multiple parties hold rights to use the property.
includes:-
1. Why this category
2. Reason behind the new name
3. Pros and Cons of time share holiday home
4. Statistics about the same
5. Positioning Statement
6. Value Proposition
Integrated Marketing Communication - Liability for Misleading Advertisements ...
Liability for Misleading Advertisements – Key
Features of Consumer Protection Bill Recently Passed
1.Law passed
2. Its liablities
3. Reaction of the population
4. Future strategies
5. Critical analysis
6. conclusion
Service Marketing - DTH service
The document provides an overview of the DTH (direct-to-home) services market in India. It discusses the major players (Dish TV, Tata Sky, Airtel Digital TV, Reliance Digital TV, Sun Direct), their respective market shares, launch years, owners and some of their key marketing strategies. These include using brand ambassadors, innovative ad campaigns, targeting rural customers through partnerships, and sponsoring popular events. The document also covers trends in pricing, competition between players, and potential future strategies around integrating internet access and online content.
Data Analytics Using R - Report
This report contains:-
1. what is data analytics, its usages, its types.
2. Tools used for data analytics
3. description of Classification
4. description of the association
5. description of clustering
6. decision tree, SVM modelling etc with example
Failed marketing techniques
Document of failed marketing techniques. Advertisements of great brands that failed terribly because of lack of proper research.
Motor Vehicle Act 2018
Integrated Marketing Communication:
360 Degree Marketing Campaigning ideas for the new motor vehicle act 2018.
1)Floating MEMES
2) Newspaper ads - large and effective
3) Tie ups for better promotion - EXAMPLE ---trucks can paint "dont drink and drive " on their side, so that a scooty passing by can see, and it can create a sudden impact on the driver of teh scooty.
4) MAking a popular hashtag
5) Using social media influencers to popularize our msg
Aditya Birla Internship Presentation
About the company, understanding consumer behavior, questionnaire design, advertisement design, poster design, ad design, story line, DSF expansion plan
ABSLI SIP Report
Summer Internship Report for Aditya Birla Sun Life Insurance.- Company analysis, Tabulations and findings, Storyline for ad Recommendations,
Milma - Consumer Behaviour
this document covers Dairy industry in India, Dairy Industry in Kerela, Porter's five forces analysis, Financials of Milma, Swot of Milma, Problem faced by milma and suggestions
Human resource management project
India’s automotive industry is well-positioned for growth, servicing both domestic demand and, increasingly, export opportunities. A predicted increase in India’s working-age population is likely to help stimulate the burgeoning market for private vehicles.
Comparison between Maruti Suzuki, Mahindra & Mahindra, Tata Motors and Toyota
CSR
Mitsubishi Electric is one of the world's leading names in the manufacture and sales of electrical and electric products and systems used in a broad range of fields and applications. As a global, leading green company, They are applying their technologies to contribute to society and daily life around the world.
E governance - management information system
Electronic governance, popularly known as E-governance, is the integration of Information and Communication Technology (ICT) in all the processes, with the aim of enhancing government ability to address the needs of the general public. The basic purpose of e-governance is to simplify processes for all, i.e. government, citizens, businesses, etc. at National, State, and local levels
Robotic technology a boon to the autistic children
To get the full paper, email me at: akankshagohil7@gmail.com
Its a presentation on an academic paper published by me and my colleague Ms. Farheen Sadriwala.
More from Akanksha Gohil (20)
Sentiment Analysis on Hong Kong Protest - Using Twitter data
Sentiment Analysis on Hong Kong Protest - Using Twitter data
INDUSTRY ANALYSIS USING PORTER’S FIVE-FORCES FRAMEWORK
INDUSTRY ANALYSIS USING PORTER’S FIVE-FORCES FRAMEWORK
Integrated Marketing Communication - Liability for Misleading Advertisements ...
Integrated Marketing Communication - Liability for Misleading Advertisements ...
Robotic technology a boon to the autistic children
Robotic technology a boon to the autistic children
Recently uploaded
Top digital marketing institutein noida
As the call for for skilled experts continues to develop, investing in quality education and education from a reputable https://www.safalta.com/online-digital-marketing/best-digital-marketing-institute-in-noida Digital advertising institute in Noida can lead to a a success career on this eve
How American Bath Group Leveraged Kontent
How American Bath Group Leveraged KontentDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
We will explore the transformative journey of American Bath Group as they transitioned from a traditional monolithic CMS to a dynamic, composable martech framework using Kontent.ai. Discover the strategic decisions, challenges, and key benefits realized through adopting a headless CMS approach. Learn how composable business models empower marketers with flexibility, speed, and integration capabilities, ultimately enhancing digital experiences and operational efficiency. This session is essential for marketers looking to understand the practical impacts and advantages of composable technology in today's digital landscape. Join us to gain valuable insights and actionable takeaways from a real-world implementation that redefines the boundaries of marketing technology.Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.Global Growth Starts With Translation - How To Unlock Global Markets - Tim Kirby
Global Growth Starts With Translation - How To Unlock Global Markets - Tim KirbyDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Did you know that while 50% of content on the internet is in English, English only makes up 26% of the world’s spoken language? And yet 87% of customers won’t buy from an English only website.
Uncover the immense potential of communicating with customers in their own language and learn how translation holds the key to unlocking global growth. Join Smartling CEO, Bryan Murphy, as he reveals how translation software can streamline the translation process and seamlessly integrate into your martech stack for optimal efficiency. And that's not all – he’ll also share some inspiring success stories and practical tips that will turbocharge your multilingual marketing efforts!
Key takeaways:
1. The growth potential of reaching customers in their native language
2. Tips to streamline translation with software and integrations to your tech stack
3. Success stories from companies that have increased lead generation, doubled revenue, and more with translationMastering Email Campaign Automation Strategies and Best Practices - Michelle...
Mastering Email Campaign Automation Strategies and Best Practices - Michelle...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Story Telling Master Class - Jennifer Morilla
Story Telling Master Class - Jennifer MorillaDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The Strategic Impact of Storytelling in the Age of AI
In the grand tapestry of marketing, where algorithms analyze data and artificial intelligence predicts trends, one essential thread remains constant — the timeless art of storytelling. As we stand on the precipice of a new era driven by AI, join me in unraveling the narrative alchemy that transforms brands from mere entities into captivating tales that resonate across the digital landscape. In this exploration, we will discover how, in the face of advancing technology, the human touch of a well-crafted story becomes not just a marketing tool but the very essence that breathes life into brands and forges lasting connections with our audience.Marketing in the Age of AI - Shifting CX from Monologue to Dialogue - Susan W...
Marketing in the Age of AI - Shifting CX from Monologue to Dialogue - Susan W...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The advent of AI offers marketers unprecedented opportunities to craft personalized and engaging customer experiences, evolving customer engagements from one-sided conversations to interactive dialogues. By leveraging AI, companies can now engage in meaningful dialogues with customers, gaining deep insights into their preferences and delivering customized solutions.
Susan will present case studies illustrating AI's application in enhancing customer interactions across diverse sectors. She'll cover a range of AI tools, including chatbots, voice assistants, predictive analytics, and conversational marketing, demonstrating how these technologies can be woven into marketing strategies to foster personalized customer connections.
Participants will learn about the advantages and hurdles of integrating AI in marketing initiatives, along with actionable advice on starting this transformation. They will understand how AI can automate mundane tasks, refine customer data analysis, and offer personalized experiences on a large scale.
Attendees will come away with an understanding of AI's potential to redefine marketing, equipped with the knowledge and tactics to leverage AI in staying competitive. The talk aims to motivate professionals to adopt AI in enhancing their CX, driving greater customer engagement, loyalty, and business success.Get Off the Bandwagon - Separating Digital Marketing Myths from Truth - Scott...
Get Off the Bandwagon - Separating Digital Marketing Myths from Truth - Scott...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Conferences like DigiMarCon provide ample opportunities to improve our own marketing programs by learning from others. But just because everyone is jumping on board with the latest idea/tool/metric doesn’t mean it works – or does it? This session will examine the value of today’s hottest digital marketing topics – including AI, paid ads, and social metrics – and the truth about what these shiny objects might be distracting you from.
Key Takeaways:
- How NOT to shoot your digital program in the foot by using flashy but ineffective resources
- The best ways to think about AI in connection with digital marketing
- How to cut through self-serving marketing advice and engage in channels that truly grow your businessGoogle Ads Vs Social Media Ads-A comparative analysis
Explore the differences, advantages, and strategies of using Google Ads vs Social Media Ads for online advertising. This presentation will provide insights into how each platform operates, their unique features, and how they can be leveraged to achieve marketing goals.
Mastering The Best Restaurant Advertising Campaigns Detailed Guide
A guide for making the Best Restaurant Advertising Campaigns with demographics, data analytics, and digital advertising for measurable results.
Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...
Lily Ray, Vice President of SEO Strategy & Research at Amsive, explores optimizing strategies for sustainable growth and explores the impact of AI on the SEO landscape.
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.Yes, It's Your Fault Book Launch Webinar
From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.
Tired of the perpetual tug-of-war between your sales and marketing teams? Come hear Demandbase Chief Marketing Officer, Kelly Hopping and Chief Sales Officer, John Eitel discuss key insights from their new book, “Yes, It’s Your Fault! From Blame to Gain: Achieving Sales and Marketing Alignment to Drive B2B Growth.”
They’ll share their no-nonsense approach to bridging the sales and marketing divide to drive true collaboration — once and for all.
In this webinar, you’ll discover:
The underlying dynamics fueling sales and marketing misalignment
How to implement practical solutions without disrupting day-to-day operations
How to cultivate a culture of collaboration and unity for long-term success
How to align on metrics that matter
Why it’s essential to break down technology and data silos
How ABM can be a powerful unifier
Consumer Journey Mapping & Personalization Master Class - Sabrina Killgo
Consumer Journey Mapping & Personalization Master Class - Sabrina KillgoDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future TrendsUnleash the Power of Storytelling - Win Hearts, Change Minds, Get Results - R...
Unleash the Power of Storytelling - Win Hearts, Change Minds, Get Results - R...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
Dive deep into the cutting-edge strategies we're employing to revolutionize our web presence in the age of AI-driven search. As Gen Z reshapes the digital realm, discover how we can bridge the generational divide. Unlock the synergistic power of PPC, social media, and SEO, driving unparalleled revenues for our projects.
Email Marketing Master Class - Chris Ferris
Email Marketing Master Class - Chris FerrisDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closerHow to Use AI to Write a High-Quality Article that Ranks
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
Crafting Seamless B2B Customer Journeys - Strategies for Exceptional Experien...
Crafting Seamless B2B Customer Journeys - Strategies for Exceptional Experien...DigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Customer Experience is not only for B2C and big box brands. Embark on a transformative journey into the realm of B2B customer experience with our masterclass. In this dynamic session, we'll delve into the intricacies of designing and implementing seamless customer journeys that leave a lasting impression. Explore proven strategies and best practices tailored specifically for the B2B landscape, learning how to navigate complex decision-making processes and cultivate meaningful relationships with clients. From initial engagement to post-sale support, discover how to optimize every touchpoint to deliver exceptional experiences that drive loyalty and revenue growth. Join us and unlock the keys to unparalleled success in the B2B arena.
Key Takeaways:
1. Identify your customer journey and growth areas
2. Build a three-step customer experience strategy
3. Put your CX data to use and drive action in your organizationMastering Your Online Visibility - Fernando Angulo
Mastering Your Online Visibility - Fernando AnguloDigiMarCon - Digital Marketing, Media and Advertising Conferences & Exhibitions
Unlock the secrets to enhancing your digital presence with our masterclass on mastering online visibility. Learn actionable strategies to boost your brand, optimize your social media, and leverage SEO. Transform your online footprint into a powerful tool for growth and engagement.
Key Takeaways:
1. Effective techniques to increase your brand's visibility across various online platforms.
2. Strategies for optimizing social media profiles and content to maximize reach and engagement.
3. Insights into leveraging SEO best practices to improve search engine rankings and drive organic traffic.Recently uploaded (20)
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Global Growth Starts With Translation - How To Unlock Global Markets - Tim Kirby
Global Growth Starts With Translation - How To Unlock Global Markets - Tim Kirby
Mastering Email Campaign Automation Strategies and Best Practices - Michelle...
Mastering Email Campaign Automation Strategies and Best Practices - Michelle...
Marketing in the Age of AI - Shifting CX from Monologue to Dialogue - Susan W...
Marketing in the Age of AI - Shifting CX from Monologue to Dialogue - Susan W...
Get Off the Bandwagon - Separating Digital Marketing Myths from Truth - Scott...
Get Off the Bandwagon - Separating Digital Marketing Myths from Truth - Scott...
Google Ads Vs Social Media Ads-A comparative analysis
Google Ads Vs Social Media Ads-A comparative analysis
Mastering The Best Restaurant Advertising Campaigns Detailed Guide
Mastering The Best Restaurant Advertising Campaigns Detailed Guide
Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...
Lily Ray - Optimize the Forest, Not the Trees: Move Beyond SEO Checklist - Mo...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Digital Marketing Trends - Experts Insights on How to Gain a Competitive Edge...
Consumer Journey Mapping & Personalization Master Class - Sabrina Killgo
Consumer Journey Mapping & Personalization Master Class - Sabrina Killgo
Unleash the Power of Storytelling - Win Hearts, Change Minds, Get Results - R...
Unleash the Power of Storytelling - Win Hearts, Change Minds, Get Results - R...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
WTS-Berlin-2024-Veronika-Höller-Innovate-NextGEN-SEO-Merging-AI-Multimedia-an...
How to Use AI to Write a High-Quality Article that Ranks
How to Use AI to Write a High-Quality Article that Ranks
Crafting Seamless B2B Customer Journeys - Strategies for Exceptional Experien...
Crafting Seamless B2B Customer Journeys - Strategies for Exceptional Experien...
Mastering Your Online Visibility - Fernando Angulo
Mastering Your Online Visibility - Fernando Angulo
Service Marketing - SPA Experience
- 1. Subject: - ServiceMarketing Submitted By:- Akanksha Gohil Customer’soverall experienceand expectation fromSPAs:- We did a survey to find out what a regular spa going customer feels about the services offered to them, what more do they expect from the spa and where they think the services can be improved. For the same, we surveyed 10 consumers of spa in Nagpur and Pune and received the following insights: - People said that they go to spa to get relaxed and rejuvenate, they also pointed out they spa treatment gives them a refreshing feeling which strikes positivity in them. Many of them seemed to be liking the services provided by the spa clinic, however they mentioned that small gestures from the spa center such as- welcome drinks, free snacks, free Wi-Fi connection, a mention of fresh new towel set on the shelf itself (just to assure the customer that they are fresh and new) would be a cherry on the top. Further, we got to know that some people did not like the talkative spa employees, they spa centers to provide their regular customer with better and personalized deals, start home services and some special services like – Hydrotherapy (for patients who are are more concerned about their privacy, and good behavior from employees. Key Learning from the activity The case was focusing on types of customers and ways of positioning. While discussing and performing on this case we received following learnings: For one service there can be different set of customers, but we need to position our service in such a way that maximum customers can be converted. We learnt about parameters that can be considered while positioning any service i.e. understanding market and customer is very important. We received customer and spa
- 2. reviews after the act, which was very important factor to be considered. Ground work gives us genuine perspective to the dilemma. We also learnt that, whatever may be the position, internalization of that positing in the company is the most important thing.