All • Client Experience
2025 Vision: Building a Client-Centric Strategy for the Year Ahead

By Boulevard . Jan.28.2025
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Here's how to retain new clients (and keep loyal clients happy) in 2025
2025 is on the horizon and with the New Year comes New Year's resolutions. While we support your decisions to cut down on coffee and maybe not binge quite so much Netflix, we also want to make sure you add some resolutions to help your business in the coming year. First up: putting clients at the center of every aspect of your business.
Your clients' hands-on experience will be as important as ever, but an equally important goal in the coming year is making sure your business' online experience is as relaxing as the actual visit to your spa or salon. Here are some tips to help you build a sound strategy in 2025 that will keep your clients coming back.
Offer a smooth digital experience
People want to meet you online
Part of encouraging your clients to stick with you through the coming year is making sure the online experience for your spa, clinic, or medspa is frictionless. The rapid transformation to our digital world during the COVID-19 lockdown has resulted in a much more internet-savvy society. Clients want to access as much of your business as they possibly can through the internet. That includes asking questions (and getting prompt responses), booking their appointments, and offering feedback.
Safety guaranteed
As much as your clients want to communicate with you via text or app, they’re largely distrustful of everything online. Security issues like identity theft and credit card theft are legitimate concerns, so give your clients the reassurance they crave by being transparent about how you’re keeping them safe. Showing that you take your clients' digital safety seriously will help you secure their trust — and their loyalty.
Upgrade your booking process
Online self-booking
Booking appointments by telephone will never completely go out of style, but an increasing number of consumers, especially Gen Z, are booking their appointments online. People like booking online because it’s fast, easy, and can be done on their own time. If your medspa or clinic doesn't let clients book appointments online, 2025 is the year to change that with a good online booking solution. It’s not just good for your clients, but for your business, too; the right booking solution will help you optimize your schedule to minimize downtime and eliminate mistakes like double booking.
More communication, fewer no-shows
Nobody likes being ghosted, but your clients are busy people and sometimes they’re going to forget they have an appointment. Make life better for both of you by upgrading your communications systems. Text reminders and appointment confirmations can reduce client no-shows by 71%. Your staff will also be happy to be freed from the monotony of making all those reminder calls manually.
Make it easy to be a client
Plentiful payment options
You want your clients to walk out of your spa stress-free, so give them as many ways to pay as possible, especially "contactless" tap options like credit cards, debit cards, Apple Pay, and Google Pay. They’ll appreciate the convenience, and your staff will appreciate not having to wrestle with your POS to complete the sale.
Loyalty programs and other offers
Getting clients into the door of your spa or salon is one thing, but retaining those clients is another. Loyalty programs, which offer discounts, deals, and even free merchandise or services to clients after a set number of visits, can be very effective at getting people in the door over and over. Your level of success depends on what you're willing to put into your loyalty program. Clients generally love a personalized experience that's easy to use and understand, so when you're ready to instill your own offers, make sure you have everything you need to build a rewarding experience. Don't be afraid to analyze your clients' feedback and tweak your rewards and offers as necessary. Keep them fresh.
Streamline check-ins, ditch forms
Medspas need to take a medical history from their clients before certain procedures. This usually means sending the client back to their seat with a checklist of questions as soon as they step in, which is awkward and time-consuming. In 2025, trade the archaic pen and clipboard for electronic forms that don't get lost, don't produce trash, and can be pulled up with a click. Better yet, let clients fill out all that information from the comfort of their homes as part of their online booking experience.
2025 will bring the usual challenges that visit your business every year, and it's sure to bring some new challenges as well. Having a plan in place benefits you, your loyal clients, and the new ones certain to come on board once they see how you prioritize their comfort, convenience, and safety. Place the client experience at the center of everything you do, and success will follow!
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