The wellness customer: What do they really need?

The line between customer satisfaction and dissatisfaction is increasingly thin in the wellness market. With rising expectations, providing an exceptional experience is vital—an experience not only defined by premium offers. This article will explore what wellness customers seek beyond the product and what factors can make or break their experience.

Personalisation, privacy and precision

Customers in the wellness sector crave personalised experiences tailored to their individual needs. Leveraging the customer data stored in resource planning solutions to provide special offers or bespoke recommendations, for example, can foster deeper connections and increase customer loyalty.

These efforts must be balanced with respect for privacy. Wellness customers expect their data to be handled with care, and brands that manage this well can create trust-based relationships. By using customer insights and digitalisation, coupled with due data safety standards, businesses can deliver the right kind of personalisation that understands consumer demand without compromising their privacy.

The wellness sector aims for an era of hyper-personalisation that is joined with the precision of optimised operations and the privacy of guest data.

According to latest wellness market research,

What do customers expect from a spa experience?

When it comes to spas, customers are looking for more than just a relaxing atmosphere. In an age where the demands are specific, what factors contribute to a truly exceptional spa visit? Wellness encompasses a variety of areas, including wellness-focused accommodations, nutrition and healthy eating, physical well-being and mental well-being.

1. Seamless services

Every wellness guest wants a frictionless experience, from booking an appointment to providing the final service. This means efficient booking, inventory tracking and having well-trained staff, ensuring that each phase of the visit, from check-in to check-out, is as smooth as possible. From well-stocked inventories and clean sheets to meticulous roster management and uninterrupted service, all of these count in creating the ideal experience. With a comprehensive wellness management solution like IDS Next’s spa management software, a seamless service can be created effortlessly, requiring minimal effort from the employees.

2. Specialised guidance

Customers expect expert opinions when they visit a wellness centre. Unlike most hospitality experiences, wellness borders on health and fitness, so the need for specialised advice and resources is vital. For example, specialised trainers in hotel gyms, nutritionists and dietitians in wellness retreats, physiotherapists and masseurs for physical health and yoga or meditation instructors can guide the guest in their wellness needs. In this light, optimised staff management and centralised appointment tracking are essential to ensure the right skills are used for the right task. Providing expert guidance adds value to the experience and ensures that customers leave feeling satisfied and well cared for.

3. Unique concept and experience

As the industry moves towards an experiential economy, customers are more drawn to unique concepts and experiences. In the wellness sector, this means novelty experiences, such as an outlet inspired by Ayurvedic treatments or specific hotel rooms that are wellness focused. Not only will the unique experiences allow a business to stand out from the competition, but it will also allow them to give their customers an ambience that will allow them to truly indulge in a holistic experience. A cohesive environment of good ambience, special wellness treatment packages such as yoga or meditation, exceptional guest service and advanced resources ensures a safe, secure and sophisticated spa experience for every guest.

4. Exceptional customer service

Guests seeking wellness services want friendly, knowledgeable, and attentive staff who make them feel welcome and valued and 40% of hospitality guests are likely to write a review after a positive experience. Providing excellent customer service, however, goes beyond just delivering treatments; it is about creating a connection with the client. Sending appointment reminders, keeping track of clients’ preferences—of services, employees, time slots, special medical needs, skin types, nutrition and dietary needs and most booked treatment types, for example—and offering tailored experiences are all part of good customer care, which is the backbone of any successful wellness business.

5. Membership plans and exclusivity

Customers like to feel special and enjoy exclusive benefits. Membership plans that offer preferential treatment, such as discounts on services, gym memberships at hotels, access to special events, or priority booking, can help businesses stand out. Another way to offer exclusive services is to maintain comprehensive guest profiles that allow employees to be aware of each guest’s preferences, loyalty status, and other needs. Offering memberships, VIP offers, exclusive services in return for their loyalty to the brand creates an added sense of connection with the guests, encouraging repeat visits and fostering a sense of community.

Let IDS Next help you create the ideal wellness experience for your guests! Book a Demo Today

In conclusion: what are wellness customers saying?

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