A duplicate enquiry arrives
It is merged and the person is contacted once, by one owner.
Beauty & wellness / The experience
The signature-to-rebooking experience.
Inspect the purpose, deliverable and handoff at each stage of the customer journey.
How clients find and choose you
The beauty & salon marketing funnel.
Seven steps, one journey.
Every stage is a place clients can be lost. We look at the whole path—not just the ads at the top.
- 01SearchInstagram · Google · MapsSEO, Maps & listings
- 02DiscoverService menu & portfolioBrand & service pages
- 03TrustQualifications · hygiene · consented workReputation & proof
- 04ContactWhatsApp · call · booking linkEnquiry handling
- 05BookConfirmed appointmentBooking handoff
- 06VisitService visitThe real experience
- 07RetainRebooking · reminders · reviewsFollow-up & recall
Most beauty & wellness businesses spend at the top of the funnel but lose people at contact and book. Find your leak in two minutes
Journey map
Recognise
Introduce a distinctive service philosophy and visual signature.
What we designBrand direction
Who owns the next stepStudio drafts; client approves factual information.
Tested before it is accepted
A demo that works once
is not a system.
Every journey we implement is tested against what goes wrong in real life, with a named owner for each case.
The requested slot, item or date is unavailable
The person is told honestly and offered the nearest real alternative.
A message fails to send
The failure is logged and a named person follows up another way.
The assigned staff member is on leave
The enquiry is reassigned automatically to a named back-up.
The customer opts out
Automated messages stop at once and the opt-out is recorded.
A price, offer or detail changes
Every channel is updated from one source, and old offers are withdrawn.
Measurement with context
Track the next action.
Not a convenient assumption.
| Proposed measure | How it should be interpreted |
|---|---|
| Relevant service enquiries | Agreed source and qualification criteria; remove duplicates. |
| Recorded booking handoffs | Client team records the actual next action, not merely a click. |
| Client-reported rebookings | Use available operational records; do not infer an outcome from traffic. |
| Feedback issues resolved | Review status and cancellations where relevant; document attribution gaps. |
The next considered step
Your signature, everywhere.
Let’s start there.
Tell us about the business, the gap and the work you need. Start with a useful brief—not a bigger package.