revenue up

by 24%

conversion rate

up 1,6x

new customers

210

customer activity

up 1,8x

Starting Point

A premium spa salon was focused on service quality and referrals. Repeat visits were steady, but the VIP format lacked clear rules, entry criteria, and tangible privileges. Gift certificates were in demand, yet processed manually and not treated as a scalable product or acquisition channel

Result

The loyalty program became clear and manageable. The VIP community evolved into a structured status-and-benefits system without relying on discount pressure, while gift certificates turned into a standardized product and a stable referral channel that reduced front-desk workload and made new guest acquisition measurable

Launched a two-tier cashback card (Base + VIP) with clear status conditions, without over-relying on discounts

Designed the VIP community as a full system: entry criteria, privileges, closed invitations, and touchpoint scenarios

Moved card issuance and data capture to a front-desk QR flow and added a short sign-up form

Set up push touchpoint journeys: post-visit messages, repeat-visit reminders, personalized VIP offers, and targeted invitations to closed events

Rebuilt gift certificates as both a product and referral channel: standardized denominations and rules, removed manual processing, and added source attribution in analytics

Implemented analytics for repeat visits, engagement, and new guest sources