Tech disruptors: threats and collaboration opportunities in the digital market
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Tech disruptors: threats and collaboration
opportunities in the digital market
Tech disruptors
Garrett MersbergerDirector, Wellness &
Kohler Waters Spas,
Kohler
Jack TangCEO & Co-Founder,
Urban Massage
Frank PitsikalisCEO,
ResortSuite
Chair: Eve OxberryHead of Editorial,
World Spa & Wellness
/ Professional Beauty
Expert panel
Consumer-facing
technologyCreating theatre and improving user
experience
Consumer-facing technology
Digital detox Vs tech-integrated experiences
▪ 41% of millennial spa-goers enjoy using
tech in the spa (47% of men 37% of women)*
▪ Millennials most likely to take a “vacation”
from their phones
▪ Social experiences in day spas
vs mindful experiences in resorts
▪ Spas can position themselves as an escape from the ‘always ON’ technology epidemic
▪ BUT, technology can streamline experience – e.g. virtual fitness classes at Kohler Spas
*ISPA 2016
Consumer-facing technology
The streamlined booking process
▪ Millennials’ expectations are changing: immediate, mobile first, cashless,
best quality and price
▪ Short lead times of online booking cause
scheduling nightmares
▪ 25% of appointments at resort and hotel spas
are booked 2–3 days in advance and 20%
of appointments are booked within 24 hours*
▪ 4 hours is the average booking to appointment
time for Urban Massage customers
*ISPA 2015
Consumer-facing technology
Tech to extend the spa experience
▪ Apps, expert check-in and wellness monitoring
▪ Create two-way conversations, e.g.
chat function on appointment reminders
▪ Offset marketing costs by encouraging
social media engagement and seeking
out digital influencers
▪ Personalise communication at scale
using tech, based on the user’s goal
and objectives
Tech-led teamsboosting staff efficiency & satisfaction
Tech-led teams
boost staff efficiency and satisfaction
▪ Create or purchase apps for therapists to check
schedules, add shifts, cover sick days
▪ Use technology to collate feedback
in real-time for team development
▪ Explore innovative compensation models
(upgrades, scalable revenue share)
▪ 58% of massage therapists are sole practitioners
63% of all therapists work in the client’s home or business*
▪ Therapists are seeking flexible working. Collaboration with external providers could be win-win
* American Massage Therapy Association 2016
The operational
advantagetechnology for spa business
The operational advantagetechnology for spa business
▪ Radical shifts in business models are needed
– we have a lot to learn from the airline industry
▪ On-demand staffing presents cost and
yield management benefits
▪ Embrace dynamic pricing based on seasonal
and daily occupancy trends
▪ Harness built-in forecasting tools in property management systems
▪ Maximise memberships for recurring revenue streams
The spa
of the future
Where will tech lead us?
The spa of the future where will tech lead us?
“Stress directly related to never being able to ‘turn OFF’ technology will become
the number one disease in the world, and spas will be there to help create
environments of nurture, touch, human connection and community”
“Spa staffing will be flexible – operators will work with platforms for on-demand
staffing, making a margin for each treatment, with value add from the facilities”
“We will see a massive shift in spa business models, where operators will have
more control, not less, because technology is horizontally integrated across the entire experience”
Thank you
Garrett Mersberger
Director, Wellness &
Kohler Waters Spas
Kohler
Frank Pitsikalis
CEO
ResortSuite
Eve Oxberry
Head of Editorial
World Spa & Wellness /
Professional Beauty
Questions?
Jack Tang
CEO & Co-Founder
Urban Massage
Related Documents
