SPA Club: Enhance customer repurchase rate and word of mouth

Case: Tranquil Waters, a high-end SPA brand in the U.S.

Background: The SPA introduced waterless aromatherapy machines (with lavender and frankincense essential oils) to cover all healing rooms and reception areas.  

Feedback:  

  Customer satisfaction surveys show that 90% of customers believe that the scented environment significantly improves relaxation, especially appealing to people with insomnia and anxiety.  

  Repurchase rate increased by 28%, with customers actively sharing the “healing ambiance” experience on social media platforms, leading to an increase in online bookings.  

  Employee feedback: waterless design reduces daily cleaning time and has a lower failure rate than traditional humidifiers.