Our newest update includes two major features, segmentation and the additional stages to complete the client’s care journey.
Overview
It is important to note that these features bring with them the ability to have multiple active pathways, to personalize messaging, and to enhance the client experience.
The Template Pathway has been re-structured and includes additional steps in ALL stages to provide users with unique and creative ways to engage with their clients throughout the client’s journey (more about this below). Existing users will receive the updated Template Pathway with the additional steps when it is released.
Segmentation
Users now can create multiple pathways based on Service Type. This, coupled with the structure of the personalized text and email drip campaigns set up in the Template Pathway, can provide a tailored, personalized experience for clients, which can greatly enhance engagement, loyalty, and profitability.
- A 2017 study by Mailchimp shows that segmented campaigns perform a lot better than the non-segmented emails, including:
- 31% higher open rates
- 64% higher unique open rates
- 37% lower unsubscribes (contentmarketinginstitute.com)
- Open rates for segmented campaigns are on average 14.31% higher than unsegmented campaigns (marketingprofs.com)
- 90 percent of leading marketers say personalization significantly contributes to business profitability (Econsultancy and Google, Marketing and Measurement Survey)
- 61 percent of consumers expect brands to tailor experiences based on their preferences (Google/Greenberg, U.S., Rising Expectations in Consumer Brand Experiences)
- 91 percent of consumers are more likely to shop with brands who recognize, remember, and provide them with relevant offers and recommendations
- The great thing is that 80 percent of customers are more likely to do business with companies that provide personalized experiences
- According to Wunderman, 56 percent of consumers feel more loyalty to brands that demonstrate a deep understanding of their preferences and priorities. In other words, better personalization means more loyal customers.
Additional Stages
The additional stages that have been added to Concierge include Appointment, Appointment Follow-up, Retention, Cancellation, and No-Show. The steps for these stages, along with the Inquiry, Consultation, and Consultation Follow-up, have been revamped to include more creative touch points to provide users with more options when creating their own pathways.
The Consultation and Appointment stages are designed to work alongside the existing Appt Reminders (found in Company Settings), offering fun, educational and creative ways to further engage clients beyond appointment reminders. These email, text and manual task steps include:
- Interactive Q&A Session
- Virtual Tour or Behind the Scenes Email
- Personalized Treatment Preview Video
- Client Spotlight
- Invitation for Digital Skin Advisor from Skintelligent
- Fun Beauty Quiz!
- Client Appreciation Surprise
- Personalized Welcome Email
- Interactive Treatment Simulation
- Share your experience!
- Educational Newsletter Subscription
- Personalized Skincare Routine Recommendation Call
- VIP Treatment Upgrade Offer
- Interactive Progress Tracker Tool
- and much more!
These additional steps have been created for all the other stages as well, using fun, creative, interactive concepts to help keep clients engaged.
One of the vital stages available in this release is Retention. Here are a few benefits customers can expect to see from retention marketing:
- Cheaper marketing: It's hard to find new leads. But if your previous customer has already given you their email address or phone number, remarketing and retaining their business is easy—more than half the work has been done.
- Long-term customer relationships: 77% of consumers say they've maintained relationships with brands for at least 10 years.
- Higher returns: 61% of consumers go out of their way to buy from brands they're loyal to, and 60% admit to making more frequent purchases from them.
- Word-of-mouth marketing: 75% of loyal customers will market your business for you by recommending your products to their friends and family.
- Educational Content and Tips: HubSpot reports that companies that blog receive 97% more links to their website and 434% more indexed pages, which can improve organic search visibility and attract more leads.
- Customer Testimonials and Success Stories: According to BrightLocal, 82% of consumers read online reviews for local businesses, with 52% of 18-54-year-olds saying they always read reviews.
- Surveys and Feedback Requests: Invesp found that companies who implement customer feedback systems improve customer retention rates by 30%.
- Replenishment Reminders: According to Salesforce, 74% of customers are likely to switch brands if they find the purchasing process to
- Re-engagement Campaigns: Return Path reported that re-engagement campaigns can help recover 45% of lapsed customers.
Creating Surveys and Quizzes
Given that some of our customers may not be familiar with creating surveys or quizzes for their clients, here are some free websites that can be used to create the items included in some of the steps:
- Typeform: Typeform allows you to create interactive forms and quizzes with a user-friendly interface. It supports branching logic, multimedia elements, and custom designs, making it ideal for creating engaging quizzes.
- Google Forms: Google Forms is a free tool from Google that enables you to create simple surveys and quizzes. While it may not have as many advanced features as other tools, it is easy to use and integrates well with other Google services.
- SurveyMonkey: SurveyMonkey offers a free plan that includes basic survey and quiz creation features. It allows you to customize questions, analyze responses, and export data. The free plan has limitations on the number of questions and responses per survey.
- Quizlet: Quizlet is primarily known for creating flashcards and study sets, but it also allows users to create simple quizzes. It's suitable for basic quizzes and assessments, focusing more on educational content.
- Playbuzz: Playbuzz is a platform that allows you to create interactive quizzes, polls, and slideshows. It offers templates and customization options for creating visually appealing quizzes.
- Qzzr: Qzzr provides tools for creating quizzes, polls, and personality tests. It offers customization options, analytics, and integration with social media platforms.
- Interact: Interact is designed specifically for creating quizzes that can generate leads and engage users. It offers templates, customization options, and integration with email marketing platforms.
