Transforming Client Engagement: How C³ Enhanced Hair & Beauty Bar's Customer Journey and Boosted ROI
Hair & Beauty Bar, a premier salon in Yeovil, Somerset, is celebrated for its expert hair and beauty services. With a team of trained professionals and a commitment to high-quality brands, they’ve earned a reputation as one of the top-rated beauty salons in the area. Jordan, the manager of Hair & Beauty Bar, sheds light on a pressing issue they faced: “We did not have any consistent client interaction or follow up to ensure our clients rebooked. Although our client count is very high, our percentage of rebookings was very low.”
Challenge:
Before partnering with C³, Hair and Beauty Bar faced challenges in client retention. There was a lack of a defined customer journey, inconsistent client interaction, and underuse of their CRM tool and data.
Solution:
Understanding these challenges, C³ devised a customer marketing strategy that centred on crafting a digital journey for both new and existing customers. This strategy involved a deep dive into their existing client journey, pinpointing areas of improvement, and rolling out personalised messages across multiple channels. Crucially, these strategies were integrated into their existing CRM tool, eliminating extensive setup time. Jordan, the Hair and Beauty Bar manager, emphasised, “What would have taken the company six months to achieve alongside our regular duties, C³ accomplished in a fraction of the time”.
Customer Feedback:
Clients have positively responded to the enhanced communication efforts. Many appreciate the increased touchpoints, emphasising the value of staying informed. The salon’s new offers and incentives have also been warmly received, marking a shift towards greater client engagement. Jordan shared, “Clients have said they appreciated the new texts and didn’t think they were too pushy. They were just enough to remind them they hadn’t been in for a while.”
Results:
C³’s strategies returned tangible, impressive results in a short time. Within the initial 60 days, Hair and Beauty Bar achieved:
An increase in rebooking rates from 657 to 724 clients, representing a 10% growth.
An addition of 8 Google reviews.
A remarkable 1,429% ROI, with an investment of £1,215 generating a total revenue of £18,582.
Jordan expressed deep satisfaction with C³’s strategies, particularly appreciating the peace of mind from “knowing everything is set up right.” She also appreciated C³’s proactive approach, especially when they were uncertain about the next steps. For other businesses, Jordan recommends C³, stating, “Yes, if other businesses are at a blank or dead end with marketing ideas or wanting to streamline their system, it is definitely the way to go.”
In today’s competitive business landscape, the power of effective customer marketing cannot be overstated. Hair & Beauty Bar’s collaboration with C³ underscores this point. By understanding and addressing the unique challenges faced by the salon, C³ showcased how tailored customer marketing strategies can not only enhance client interactions but also drive tangible business results.
For businesses seeking to elevate their client relationships and drive growth, contact C³ today.