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Hand & Stone innovates with customer rewards
Spa specialists debut first of its kind industry rewards program
The art of massage has been practiced since ancient times, but that doesn’t mean the industry isn’t ready for innovation. Case in point: Hand & Stone Massage and Facial Spa’s new rewards program.
Launched in January, Hand & Stone Rewards is billed as the industry’s first nationwide member rewards program. What’s more, the company also launched an accompanying mobile app members can use to book appointments and more.
“We decided to launch Hand & Stone Rewards so that, in addition to great service, we could give back to our members and show them how much we value their experience with us,” Todd Leff, president and CEO of Hand & Stone, said in a statement. “We put a great emphasis on quality and loyalty. The member rewards program is a great way to show our appreciation to our guests.”
Consumers big fans of rewards programs
Hand & Stone’s new rewards program could be a game-changer for the massage industry. Data shows such initiatives can pay off big in terms of customer loyalty and satisfaction for businesses, but rewards programs have traditionally been limited to restaurants and retailers.
A brand loyalty report from analytics company ClickFox found that 63 percent of consumers do not feel companies are doing enough to reward their loyalty. Meanwhile, more than half of survey respondents said they would consider increasing the amount of business they do with a company in return for loyalty rewards. Forty-six percent said they had spent more in the past because of rewards programs.
Taking the massage experience mobile
Besides its rewards program, Hand & Stone is also branching out with its mobile app. In addition to scheduling appointments, app users will also be able to view past services, access account information and tally up the rewards points they’ve accrued so far.
These efforts are in keeping with Hand & Stone’s mission to differentiate itself from traditional spas.
“Before Hand & Stone made inroads into offering spa services to the middle market, many people perceived services like ours as an indulgence,” Leff said. “Now that we can offer the same therapeutic services that customers received at day spas at a far lower cost and more conveniently, people can see that adding a regular massage or facial has a real benefit to their health and everyday sense of well-being.”Don’t Miss the Next Big Franchise Story
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About the Author
Nick Powills
FollowNick Powills, CFE, founded No Limit Agency in 2008 and serves as Chief Brand Strategist for the Chicago-based firm. No Limit is a full-service communications agency that establishes and elevates brands by bridging Public Relations, Social Media, Marketing, Advertising, Digital, and a lot of creativity, to best strategize well-rounded and successful campaigns for 50+ global franchise brands. By presenting visionary ideas and building real relationships, No Limit is able to create effective media branding strategies to help companies grow. Nick currently leads a staff of writers, media strategists, designers, social media experts and digital producers in an office think-tank where brands are humanized for strong, compelling media stories. Prior to starting No Limit at the age of 27, Nick spent four years working at a franchise PR agency where he mastered the art of building rapport with media outlets and creating newsworthy pitches for earned media placements. He holds a Bachelor of Journalism from Drake University in Iowa.
