Where leaders love to learn

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

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

Why AI Isn’t Replacing Salon, Spa, and Clinic Professionals — It’s Giving Them Their Time Back

Let’s start with the obvious — because it’s the part that tends to get lost in the noise. The human touch will never be replaced. No algorithm can replicate the way a great therapist reads a room the second a client walks in. The subtle shift in tone when someone’s had a hard week. The … Continued

The Ethical Edge: Demystifying AI in the Beauty and Wellness Industry

AI is rapidly becoming part of everyday life. Across industries, it is being used to enhance efficiency and improve client experiences. As these tools become more and more accessible, many beauty and wellness professionals may be feeling both excited and slightly overwhelmed by what this shift means for their day-to-day. How do we embrace the … Continued

Why High-Performing UK Medi-Aesthetic Clinics are Professionalising Their Operations, and Strengthening the Systems that Protect Trust

The UK medi-aesthetic sector is not short of demand. Many clinics are busy, growing, and investing. The shift happening beneath the surface is not about “getting through” a tough market, it is about keeping standards consistent as expectations rise. Those expectations are rising from multiple directions at once. Patients are more informed. Advertising and claims … Continued

Why Self-Belief is a Business Strategy

At this year’s Salon Owners’ Summit, Phorest invited Katie Piper to deliver our closing keynote for a reason. The salon, spa, and clinic industry is powered largely by women – approximately 85% to 93%, according to the National Hair and Beauty Foundation. It is built on resilience, emotional intelligence, and the ability to adapt under … Continued

The Art of the WOW Experience

Achieving a “WOW experience” for clients is the goal – but are you consistently creating the same feeling for your team? In the competitive salon, spa, and clinic industry, being “average” is no longer good enough. It’s about cultivating a culture where engaged employees deliver extraordinary experiences – every single day. This requires you to … Continued

10 PhorestFM Podcast Conversations That Quietly Said the Loudest Things

For the past nine years, whenever someone asked if I was from the industry, I had my well-practiced answer ready: “Actually, no, I come from a sound recording/tech background…” I would say this with a smile, always accompanied by a brief, perceptive pause and a shift in my seat, unable to fully conceal my belief … Continued