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

Best Aesthetic Clinic Software Loyalty and Membership Features 2026

The best aesthetic clinic software in 2026 should handle scheduling, memberships, loyalty programmes, treatment plans, and reporting from a single connected platform. As medi-aesthetics becomes increasingly competitive, clinics that rely on fragmented systems with separate tools for marketing, bookings, and client records find themselves spending more time managing software than growing their business. This guide … Continued

Amplify Client Connection: How to Stay Present & Prepped with Phorest AI

Your clients expect the best from you. Fast replies, personalised service, and streamlined communication are all part and parcel of a modern client experience. These expectations put pressure on beauty and wellness businesses to deliver consistent results. That pressure shows up in two places: During these peak moments when your schedule is packed, you and … 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

Salon Marketing on a Budget: How to Find Better Clients, Faster

Did you know that many small business owners in Australia say marketing is the task they are most likely to procrastinate on? Sound familiar? For many independent salons, spas, and clinics, marketing feels like a full-time job on top of everything else. You want to grow. You need to grow. But you don’t have the … 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

Digital Loyalty & Referrals: What’s New at Phorest

Loyal clients and word-of-mouth referrals are the backbone of any thriving salon, spa, or clinic. They keep your chairs full and your business growing. But in today’s digital world, traditional methods need an upgrade. That’s why Phorest is introducing our updated Digital Loyalty programme and a brand new Referrals feature. Together, these tools make it … Continued

How to Upsell Products and Services in Your Salon, Spa, or Clinic

Upselling in a salon, spa, or clinic isn’t about pushing products or services – it’s about enhancing the client experience. By thoughtfully suggesting solutions that complement your clients’  needs, you help them achieve their hair and beauty goals, while also strengthening their loyalty to your business. Did you know that 44% of clients who experience … Continued