Wellness & local services
Multi-location beauty group
A beauty group ran loyalty on paper cards that clients lost and had no view of who came back. SDEN deployed Beauty in three months, lifting the 90-day return rate by 1.7×.
- Client
- A multi-location beauty group
- Sector
- Multi-location beauty group
- Duration
- Approximately three months end-to-end
The premise
Retention is the whole economics of a beauty business, and paper loyalty cards are where it leaks. The card gets lost, the stamp gets forgotten, and the business never learns who actually came back or why. Without that signal, there is no way to act on retention; you are flying blind on the metric that matters most.
Beauty builds loyalty into the client record and makes return behavior measurable. This case covers the rollout across a multi-location group.
Loyalty on paper, retention unmeasured
The group ran a paper loyalty program. Clients lost the cards, staff forgot the stamps, and the program generated no data, so the group had no idea who was returning, at what cadence, or which locations retained best.
Client history was fragmented across locations, so a regular at one branch was a stranger at the next.
Loyalty in the client record, retention you can see
Beauty built the loyalty program into the client record that travels with the client across every location, and exposed return behavior as data the group could finally act on.
Phase 1: Unified client record
Three weeks. Consolidated client history across locations into one record per client, so a regular was recognized at any branch.
Phase 2: Built-in loyalty
Four weeks. The loyalty program deployed inside the client record: no cards to lose, tracked automatically against visits and spend.
Phase 3: Retention analytics
Three weeks. Return-rate and cadence analytics went live, giving the group its first real view of who came back and which locations retained best.
A 1.7× lift in 90-day return rate
The 90-day return rate rose 1.7×. Loyalty that lives in the client record, rather than on a card the client loses, kept clients engaged, and for the first time the group could see retention as a number and act on it.
A unified client record means a regular is recognized at every location, not just the one they started at.
1.7×
90-day return rate
No cards
loyalty built into the client record
Measured
return rate and cadence visible per location
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