Already a Member?
Company profiles
Loyalty pays
Essential Steps to Creating a Successful Loyalty Programmes for the Spa industry

Loyalty programs are structured marketing efforts that reward, and therefore encourage, loyal buying behaviour – behaviour which is potentially beneficial to the firm.

Like any other business the spa business is evolving as one of the very competitive businesses. The primary reason is perhaps low entry barrier and plenty of small, medium and large spas are emerging all around. In an environment like this, it is imperative to have a strong loyalty program in place to protect one’s market share and enjoy incremental revenue through a loyal member base.

Importance of loyalty programs in spas

Spas across are doing very active marketing promotions to attract new customers, also encouraging existing customers for revisit through discount vouchers etc. etc. Though these are useful tools but it is mandatory to have a strong local client base in the form of members to create regular foot falls and incremental revenue by virtue of repeat usage. The results of a loyalty membership are far greater than daily deals which are regularly seen today. The membership model is a savvy strategy for tough times, keeping valued clients close, filling the therapist time, also helping “stay” spas attract local, day customers, and increasing revenue from membership fees.

How to create an engaging loyalty program

A pre-paid membership works wonders in similar competitive situations. My experience with F&B loyalty programs have convinced me that free memberships don’t work all that well in businesses, which are still perceived as luxury and not a daily need. It is important that a customer buys in to your loyalty program by some upfront payment and entails for price advantages and recognition throughout his tenure of the membership. The thumb rule is to extend three times the perceived value through benefits at the spas against the money invested for the membership. Therefore, if the price of the membership is at 10,000 INR annually, the member should be offered complimentary services worth 30,000 INR. Over and above, the member can be entitled to some discount certificates and regular discounts on the card. The redemption of the certificates can have terms and conditions attached to avoid peak business hours generally.

Always design a membership program that represents genuine value to the member first (your business second). Remind yourself it is not a ‘revenue generating exercise’ but a ‘brand and loyalty building’ exercise and if done correctly, increased revenue and foot falls will happen!

“Put your member first and you will remain at front.”

The approach needs to be very strategic in nature Viagra Online. One must consider the discounts and benefits offered to the members as an investment to create and strengthen the brand than dilution of revenue. One must have a “Glass half full” approach than “Glass half empty”.

To summarise the above,

  • Identify attractive product that rewards loyalty and patronage
  • Maintain ‘Brand Integrity’ – you have a brand, a product already, so make sure your membership program is an extension of your existing brand
  • Offer existing clients additional recognition or reward
  • Identify your target market demographic
  • Consolidate your database


Though designing the membership is a very critical aspect of your loyalty program, it is only the first step. The most important part is the enrolment of members for a pre-paid membership. I think a separate team should also work on member acquisition along with your team at the shop floor. This can happen through tele sales/direct marketing/online sales etc. etc. Make sure your web based presence is solid and supports your brand (and message). When it comes to social media –there are three golden rules to remember. It can be ‘good, bad and ugly’. Respond to all comments and address all issues on your social media outlets. The key to an effective social media presence is to engage, respond and maintain activity. Do not let your social media voice go silent.

How to ensure repeat business

A strong member services team plays an important role for the retention of the members and servicing their needs and queries. This will ensure higher usage, more revenues and high renewal rates. The communication with your members plays a huge role in the success of your program.

Always review, monitor, refine and re-do your marketing strategy. One must move with the times, and react to consumer feedback. Listen to your members. Your marketing team should plan a seasonal, monthly or annual promotion. Whatever you decide to do, keep it fresh and interesting.

CRM software will have a vital role in managing all the above activities. Ideally one needs to integrate the CRM with the property management system to analyse the usage patterns of your members, the spend trends, top users etc. Based on these insights members should be given offers or rewarded.

Loyalty membership programs work if you have done careful planning and have a considered approach.

Invest in your brand…in your future.


About the writer

Nilanjan Bhattacharya is the Managing Director, Radius Hospitality Concepts Pvt. Ltd. Radius is a leading provider of paid loyalty membership programmes for the hospitality industry. E: [email protected]

Tags: , ,

Post a Comment
Login to add comments
Top Stories
Follow Us On


Where do I get started on my FAQ page? When I built my first website, I had no idea even what a faq was…..So I skipped that page! Now that I know what it is…..I highly recommend you not to skip your Frequently Asked Questions page! This page is directed to help your vistors at your website. Many website viewers end up having questions about the website they are visiting.
On your frequently asked questions (FAQ) page, you want to stop and think about what your questions or concerns might be when visiting your website. Think of what your website is about and imagine you knew nothing about it. There should be some questions that arise from that thought. You should now think about what question is more important to answer? Put this question and answer at the top of your list. Post the question and then the answer. Continue reading this page for a good example.
Officelive website users have the faq page layout ready for them. They just delete the text provided and insert their own questions and answers. Microsoft officelive has provided a wonderful set of questions that website users have when creating their faq pages.

Privacy policy

Welcome to (the “Site”), a website owned and controlled by C&E Pvt. Ltd (“C&E”, “we”, “us”, or “our”). We operate the Site, and C&E products and services made available through the Site (collectively the “Services”), which make link creation in copied and pasted content effortless to readers and, in certain cases, enables easier searches from copied content. We provide this privacy policy to let you know what information we collect, and how we use it, share it and protect it.

Privacy Practices for Visitors to the Spa Mantra Site

(a) The information we gather and how we use it: The Site is primarily directed to Publishers, although we welcome End Users who want to know more about our Services. We do not collect any PII from End Users through the provision of our services.  When a Publisher signs up for our site, we will collect the Publisher’s e-mail address to enable us to offer the service.  A single e-mail address from the Publisher is the only Personally Identifiable Information (“PII”) that we collect and we do this only to enable login to the site and to enable us to contact the Publishers that use our Services.

(b) Controlling our use of Publisher Login Information: If you have provided your email address when registering for our Site, you may modify that information at any time by visiting your account settings (https://id.C& You can also delete your account at any time. You can opt out of receiving certain email communications from the Site by clicking the “Unsubscribe” link at the bottom of each email.

(c) Information Sharing: We will use a Publisher email address provided at login exclusively as follows:

With third parties if we have a good faith belief that access, use, or disclosure of such information is reasonably necessary to (a) satisfy applicable law, regulation, legal process or an enforceable governmental request, (b) enforce the applicable Terms of Service, including investigation of potential violations thereof, (c) detect, prevent, or otherwise address fraud, security or technical issues, or (d) protect against harm to the rights, property or safety of C&E, its users or the public as required or permitted by law.

In the event we go through a business transition such as a merger, acquisition by another company, or sale of all or a portion of our assets, the Publisher’s email address may be among the assets transferred.

Privacy Practices for End Users Who Visit Publisher Sites that have C&E Services Installed

We do not collect any PII from End Users who visit Publisher Sites.

We operate the Services, which make link creation in copied and pasted content effortless to readers and, in certain cases, which make searches from copied content easier. When you, an End User, copy content from a Publisher Site and paste it into another document, the Services that have been installed on the Publisher Site may, at the publishers discretion, automatically append a link back to the original content. When you visit a Publisher Site, we collect certain non-personally identifiable information (“Non-PII”) for use on our platform (the “C&E Platform”). We enable our Publishers to use this information via the Platform for analytics purposes, and we also use some of this information to market our products and services to you and those of third parties we believe may be of interest to you as described below.

(a) The information we gather and how we use it:

PII – We do not collect PII from End Users who visit a Publisher Site.

Non-PII – We collect Non-PII through the provision of Services for use on the C&E Platform. For example, when you visit a web page on a Publisher Site, our server logs may collect your Internet Protocol address, browser type, browser language, the date and time you visited that web page, and the web search that landed you on that web page. We may also collect information regarding what content you copy from the Publisher Site. Also, when you visit a Publisher Site, we will place a cookie onto your computer or other device. “Cookies” are small pieces of information that a website sends to your computer’s web browser while you are viewing a website. We use cookies to improve the quality of our Services, including identifying user preferences and interests and identifying user trends. We also use cookies to help advertisers and publishers serve more relevant ads to users.

(b) Controlling our use of your Non-PII: If you don’t want us to (i) enable C&E-generated links in connection with copied content, or (ii) track your Non-PII, you can opt-out by clicking the Opt Out button on this page. You will need to Opt-Out for each browser you use and have cookies enabled.

(c) Information Sharing: We share Non-PII with other companies or individuals as follows:

We use Non-PII to enable us to provide our Services to our Publisher partners. We also use Non-PII to enable advertisers to serve more relevant advertisements to their audience.

We share any information we have with third parties if we have a good faith belief that disclosure of such information is reasonably necessary to (a) satisfy applicable law, regulation, legal process or an enforceable governmental request, (b) enforce the applicable Terms of Service, including investigation of potential violations thereof, (c) detect, prevent, or otherwise address fraud, security or technical issues, or (d) protect against harm to the rights, property or safety of C&E, its End Users or the public as required or permitted by law.

In the event we go through a business transition such as a merger, acquisition by another company, or sale of all or a portion of our assets, we expect that any and all information that we have will be among the assets transferred.

    In addition, we may aggregate your Non-PII with the Non-PII of others and share that aggregated information with third parties without restriction.

Information Security and Retention

We take reasonable security measures to protect against unauthorized access to or unauthorized alteration, disclosure or destruction of data. These include firewalls and encryption, internal reviews of our data collection, storage and processing practices and security measures, as well as physical security measures to guard against unauthorized access to systems.

We restrict access to Publisher email addresses to C&E employees, contractors and agents who need to know that information in order to operate, develop or improve our Services. These individuals are bound by confidentiality obligations and may be subject to discipline, including termination, if they fail to meet these obligations. However, we are unable to guarantee that the security measures we take will not be penetrated or compromised or that your information will remain secure under all circumstances.

We retain records of Publisher email addresses for as long as the Publsher maintains its account.

We retain detailed records of End User activity for a maximum of 90 days. Statistical summaries and data aggregations may be kept for longer periods.


We do not knowingly collect or maintain PII from any individuals – especially individuals who are under 13 years of age, and no part of our Site or Services are designed to attract people under the age of 13. Protecting the privacy of children is very important to us. If we obtain knowledge that a user is under the age of 13, we will take steps to remove that user’s data from our databases.

Links to Other Sites

Our Site and Services contain links to, and allow you to share content on, third party websites and services. The fact that we link to a website or service or allow you to share content on them is not an endorsement, authorization or representation that we are affiliated with that third party, nor is it an endorsement of their privacy or information security policies or practices. This privacy policy applies only as provided in the “Scope” section above. Other websites and services follow different rules regarding the use or disclosure of personal information. We encourage you to read the privacy policies or statements of the other websites you visit.

International Users

The Site and Services are hosted in the United States. If you access the Site or Services from the European Union, Asia, or any other region with laws or regulations governing personal data collection, use, and disclosure that differ from United States laws, please be advised that through your continued use of the Site or Services, you are transferring your PII (there is no PII associated with services – we need to alter these sentences) to the United States and you consent to that transfer. Additionally, you understand that your PII may be processed in countries (including the United States) where laws regarding processing PII may be less stringent than in your country.

Questions or Comments?

C&E regularly reviews its compliance with this Privacy Policy. Please feel free to direct any questions or concerns regarding this Privacy Policy by contacting us through this Site, by emailing us at [email protected] or writing to us at:


C&E Pvt. Ltd

210 Srikant Chambers

Sion Trombay Road

Chembur, Mumbai


Changes to this Privacy Policy

Please note that this Privacy Policy may change from time to time. If you have any additional questions or concerns about this Privacy Policy, please feel free to contact us any time through this Site or by writing to us at the address set forth above.

Cancellation & refund policy

Return Items
If you are not completely satisfied with your purchase, you may be eligible to return the item for a refund.
To return an item, please visit online Order Status for assistance 24 hours a day, or call xxxx-xxxx, Monday – Friday from 5:00 a.m. to 8:00 p.m., or Saturday – Sunday from 7:00 a.m. to 4:00 p.m. Pacific time.
Returns policy
Items that cannot be returned include: