Upgrade your experience

Our Skin Clinic Client is Australia’s largest laser provider and has been operating for over 10 years. With over 70 clinics across the country, they offer laser hair removal, cosmetic injectables and skin treatments.

They wanted to keep this level of growth going and came to us for a solution that would help them maintain their growth and get more people through their doors.

They wanted to reduce churn and attract new, high-value clients that would stay with them long-term. We knew we could help.

Our Skin Clinic Client came to us because they wanted to deliver a truly excellent and memorable differentiated customer experience at every touchpoint, online and offline.

They needed the right insights to make informed decisions about where to focus their energies in order to create the most impact and ROI.

But with over 70 clinics across the country, each with different clientele and needs, it was difficult for them to get a clear picture of what was working well and where improvements could be made.

What they needed from Proto was a customer experience program that would provide them with actionable insights to help them improve the customer experience and create loyalty among their clients.

Creating an effective customer experience program requires a certain level of insight and understanding into the customer journey.

At Proto, we take a data-driven approach to customer experience, using a combination of qualitative research and interviews to collect and analyse customer feedback.

This helps our clients to identify areas where they can make improvements that will have the biggest impact on the customer experience.

It also allows them to track progress over time and see how their efforts are paying off in terms of increased customer satisfaction.

With our Skin Clinic Client, we communicated with key stakeholders to define customer experience objectives, and we gathered customer feedback using a variety of methods.

This allowed us to create a customer experience plan that was tailored to the specific needs of our client.

We then worked with them to implement the plan, tracking progress and making adjustments as needed to ensure that they achieved their desired results.

One of the key areas in which our Skin Clinic Client could further differentiate themselves was in the area of customer service and care.

Our Skin Clinic Client’s customers are time-poor and value convenience, so making it easy for them to get in and out quickly without feeling rushed is important.

However, below the transactional layer of each treatment, customers are still concerned about how they will look and feel afterwards. The services offered by our Skin Clinic Client irreversibly impact the client's body, so it's important they feel reassured that any changes made will be for the better.

A focus on delivering exceptional customer service that includes an emphasis on both the tangible and intangible benefits of treatments will ensure that clients feel confident about their decision to go ahead with procedures.

It is this combination of feeling cared for as an individual and being reassured about the quality of care that will lead to customers becoming long-term advocates for your business.

In order to understand where your customer wants to go, you need to understand where they are now in relation to their desired destination.

This is where customer journey mapping comes in.

Journey Mapping involves creating a map that details all of the touchpoints a customer has with your business, from their first awareness of your brand right through to post-purchase follow-up. This map can then be used to identify pain points and areas for improvement in the customer experience.

With our Skin Clinic Client's customers, we were able to provide a vivid and visual map that captured the customer's personal experience of their organisation over time.

Working with our Skin Clinic Client, Proto was able to create actionable steps to reduce customer effort, increase satisfaction and loyalty, and improve bottom-line results, moving from the current to the ideal and future state.

To find out how you can use customer journey mapping to improve your business, contact us today.