How Phorest Achieved a World-Class NPS of 69: Inside a Customer Experience Transformation

Phorest’s average global Net Promoter Score (NPS) climbed from 47 in 2023 to a peak of 69 in May 2026 – a world-class result for B2B software. The gain came from a deliberate, company-wide client experience programme, not a single fix. Here’s exactly what changed. Key Takeaways: What is Phorest? Phorest is a salon, spa, … Continued

Empathy, Understanding, and Patience: The Human Connection in Customer Service at Phorest

Having spent over two decades working across the global beauty industry, I’ve seen first hand what truly shapes a client’s experience. From managing luxury department store counters to leading education for premium brands, I’ve learned that exceptional service rarely comes down to technique alone.  The most powerful moments in customer experience often come from something … Continued

Mastering the Client Lifecycle: Kati Whitledge’s Framework for Winning & Keeping Clients

At the intersection of love and people is the human need for connection. Between people and marketing, the human longing to feel recognised and engaged in ways that matter. And where marketing and love meet, we find authentic expression and real stories. But there’s something really quite special at the intersection of a “love for … Continued

Ken Hughes: How to Use CX To Build Brand Success

In an age where old-fashioned customer service is getting lost in the noise of automation, digitalization, and depersonalisation, giving your customers an experience to remember when they visit your business can, and will, make you stand out from the competition. That’s what Consumer Behaviouralist and King of Customer Experience, Ken Hughes, explained when he took … Continued

Going Above & Beyond: Small Customer Service Ideas That Make a Big Impact

Good customer service can go a long way with your clientele. 83% of people are willing to pay up to 16% more for better customer service. From personalised attention to added convenience for clients, elevating your salon’s customer service experience can boost your revenue, enhance your salon’s reputation, build trust, and ensure your clients keep … Continued

5 Ways to Provide Premium Customer Service in Your Spa or Salon

With so many salons and spas offering similar services, for many businesses, the quality of your treatments isn’t going to be what makes you stand out. It’s the quality of your customer service. Research conducted by Gartner found that customers are 82% more likely to remain loyal to a brand or company after they’ve received … Continued

Enough Is Enough: When It’s Okay To Fire A Bad Salon Customer

In the professional hair and beauty industry, salons and spas are often seen as sanctuaries of peace and tranquillity where clients visit to sit back, relax, and indulge in a treatment that leaves them feeling great. While this is the case most of the time, occasionally, you may encounter individuals who are disrespectful, demeaning, and … Continued

Creating a Menopause-Friendly Salon Space: Our Top Tips

With many countries across the world experiencing an ageing population, now more than ever it’s important to understand how to service clients who are experiencing the effects of menopause or perimenopause in a respectful and informed manner. As service-based businesses, salons, spas, and clinics, can have a massive impact on how clients feel about their … Continued

Your Expertise. Our Tech. Give Your Clients a Premium Consultation.

As part of our ongoing Summer Collection, we wanted to design a feature that makes the consultation process easier, quicker, and safer for Phorest salons and clinics. Understanding the unique needs of medi-aesthetic professionals in particular, we are thrilled to introduce our latest innovation: Premium Consultations. Engage. Explain. Enhance. In any clinic or spa, client … Continued