Attract new clients
in progress
N
Nicola Young
Problem:
Salon's need to attract new clients to their salon in order to fill their appointment book
Impact on the customer - how are they solving it today?
Using third party tools or competitors like Instagram Ads or Treatwell. They also put a mailing list widget on their website and manage that mailing list manually outside of Phorest
Impact on the customer - why is this painful?
It requires learning another tool and manage a new client database outside of Phorest, which is time consuming.
Impact on the customer - how often do they have to do this?
At least every month
What impact might it have on Phorest - how many customers are likely to have this problem? Just one? Only a particular type of customer?
Unless a salon is extremely successful at all times they are likely to have this as a problem - so almost all salons
How much of an impact will it have on Phorest metrics?
This has the potential to increase sales as it's something our competitors don't stand out with, and to reduce churn as the salon will be more profitable the more they fill their appointment book
STATUS: ON HOLD
aisling.scolard
in progress
N
Nicola Young
aisling.scolard: wooooo
aisling.scolard
open
G
Gavin Spencer
Summary from Aus Team*will update tomorrow with further info
Online Reputation -
Would like to see the system be able to
*Alternate between the connected platforms when pushing for review submissions.
OR
Provide the customer with an option of Google/Facebook
*be able to share a great reviews scaled for the relevant formats ie: instagram etc.
J
Joana Kappen
Summary feedback on ratings / ORM from my clients:
- ORM cannot be automated (push)
- ORM text cannot be customised (push)
- The query rhythm for the ratings cannot be customised (e.g. ask my customers every 5th visit or ask my customers every half year)
- Uploaded images cannot be scaled (old email editor) - at ratings.
- I do not have the possibility to reply directly to the customer in the ratings. Ask why he is unhappy - via SMS
- Clients upload a salon selfie at the reviews far too rarely as this is far too hidden and not obvious (group photos of the celebrities) - here it would need to be more obvious and also at the same time obtain consent for this photo to be used
J
Joana Kappen
Feedback from our customer (19849) to ORM:
Now the next big, important, essential point: Conversion tracking!!!
Look, I've attached a Google Analytics report for you. This is how the numbers come in for us.
Because we don't know WHERE the customers came from who perform the actions, the events are unfortunately completely worthless!!!! Also we can't set up conversion tracking codes.
We are completely blind if we want to know which online marketing measure has which effect. Also, unfortunately, the booking values (event value) are not included in the event.
aisling.scolard
under review
We've identified this as the next big opportunity for the Marketing tribe to work on after Insta Book Now, so watch this space!
aisling.scolard
Some potential solutions posted as Canny posts and merged in here:
Through Marketplace
Through referals (potentially through the branded app like Zenoti)
aisling.scolard
Discussed in PAT meeting 11/03/21:
Spoke about the reviews side of Instagram. Salons are copying and pasting reviews from reviews & online rep, and editing this in their Instagram photos. We post it to FB but the feeling is people don’t use FB as much now, and the FB review section is outdated and could use a revamp - been around >10 years. An idea - could they use an image and logo with the review and post on social media?
Spoke about the Instagram Ads feature and how that could attract new clients to the salon. Instagram ads only has 8 votes - it’s something our sales team wants, but not our existing clients.
Another suggestion - push before & after photos with their logo. Not as many votes, but thinks this would be more popular.
An idea - move existing functionality with FB over to Instagram (posting selfies/reviews/book now).
C
Colm O'Neill
Do hair and beauty salons use influencers to attract new clients? If they do, does the salon pay them a flat fee, or is it results based?
I don't think we have any way in the system to help them with influencers.
Maybe this is a crossover from the digital treatcard system, but I like the idea of a salon being able to give a referral link or referral code to an influencer that they can use across multiple channels. This could be used to track results for the salon and influencer i.e. new signups / online bookings and it might be a more straightforward approach than building an integration with one certain social media platform.
C
Colm O'Neill
Here is a screenshot of the referral feature our main competitor offers. It’s only in their marketplace.
aisling.scolard
Repurposing this item as discussed in our PAT meeting to cover attracting new clients as the problem.
As a record the original request is this:
Marketing feature as on previous road map to be rolled out.
Instagram is the most active social platform for salons
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