Guest Service Measurement and Analysis
Jim Coyle on March 2, 2011
How can busy spa operators take their guest experience, so integral a part of their businesses, to the next level?
Creating a guest experience audit, in which key standards are established, Read More
Coyle Research Team on February 9, 2011
From longer hours to ever-more-unique treatments, Coyle’s mystery shoppers report that spas are responding to guests’ changing needs in 2011. With a bit of careful forethought, they’re gaining clients in Read More
Stephanie Perrone Goldstein on December 3, 2010
I was fortunate to have been able participate in roundtable discussions during the latter part of this year’s ISPA Conference in Washington, D.C. During the session, attendees were able to Read More
Adam Bienvenu on November 18, 2010
Consumers want a good value. Businesses want consumer dollars. Group buying deals from companies like Groupon or Living Social strive to bridge this gap by appealing to businesses and consumers: Read More
Stephanie Perrone Goldstein on November 2, 2010
Each year, the International Spa Association (ISPA) conducts a spa industry study. This year’s newly released study reports on the state of the spa industry based on the “Big 5”: Read More
Jessica Zike on October 26, 2010
I recently relocated to Ithaca, NY, and one of my first priorities was finding a massage therapist with a specialty in prenatal massage (I am in my third trimester of Read More
Stephanie Perrone Goldstein on October 19, 2010
A spa I frequent locally has centralized their reservations: three locations, one call center. This spa also offers online booking which I have utilized in the past. Unfortunately, when I Read More
Stephanie Perrone Goldstein on September 22, 2010
Websites offer certain advantages over phone contact. First, people can gather information much more rapidly by reading than by listening. Pictures also say a thousand words, and imagery can convey Read More
Stephanie Perrone Goldstein on September 21, 2010
There was a time when many spa professionals would not have considered online booking for their spa. Scheduling supply/demand remains a challenge for even the busiest spa, and a simple Read More
Coyle Research Team on September 17, 2010
Instead of publishing an annual trends piece or another ‘year in review’, Coyle went to its treasure trove of hard data and asked, “What would Read More
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