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The customer journey

The customer journey

The key to the customer experience is supporting your employees and sharing your vision By Vivienne O’Keeffe   It was every spa’s nightmare: a client suffering a medical emergency. As bad as the experience was for the customer felled by a seizure, it was certainly no picnic for the staff caught in a haze of frenzied interactions between paramedics and the client’s family. I don’t mean to diminish the harm caused by any physical impairment. But...

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Judging at 2018 Canadian Spa & Wellness Awards

Judging at 2018 Canadian Spa & Wellness Awards

I am honoured to be invited onto the judging panel again this year for the 4th Annual Canadian Spa & Wellness Awards – run by Spa Inc. magazine in partnership with Leading Spas of Canada.   The industry is comprised of hardworking, service-oriented business people who shape the Canadian spa industry and time has once again come to acknowledge them. The 2018 Canadian Spa & Wellness Awards will be a celebration of the top spas, industry...

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Detoxify your spa workplace – 4 steps

Detoxify your spa workplace – 4 steps

Spa, heal thyself. We’re great at getting toxins out of our clients. Now let’s get them out of our workplaces. By Vivienne O’Keeffe You’d think an industry singularly focused on helping people survive the deleterious effects of modern living would itself be a model of health and harmony. Instead, factors including increased demand, stress, fatigue and exhaustion are eating at the heart of many of today’s spas – and doing so at a time when the...

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10 Ways to rewire your spa retail

10 Ways to rewire your spa retail

Smart companies are using new insights into neurological connectivity to market health and beauty products. Luckily, spas have a built-in advantage. By Vivienne O’Keeffe When he started his wine store in Ireland some 50 years ago, my dad knew all about neurological connectivity. Of course he never called it that because the term didn’t exist. What he did was greet his customers by name, shake their hand or pat their back, and hold the...

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The new frontiers of wellness

The new frontiers of wellness

If the 2017 Global Wellness Summit was any indication, we’re finally catching on. By Vivienne O’Keeffe   Freedom from preventable disease Feeling victimized by the pervasive bad news and constant chirping that seem to characterize life today? It’s hard not to be. But after coming away from the annual Summit of the Global Wellness Institute (GWI) in Palm Beach, Florida – and its theme of disease prevention – my battered outlook has...

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