Customer Experience: Beauty & Wellness Industry Insights

The global beauty industry will reach USD 716 billion by 2025. The growing markets provide a great chance to build a business in this sector. It is important to know the insights of the beauty and wellness industry to ensure growth.

The first thing to add to your beauty and wellness business is a good customer experience. Better customer experience helps boost any business. Customers choose their brand based on trust. A good customer experience builds trust and helps the brand gain a good reputation.

Reasons Behind the Growth of the Beauty and Wellness Industry

There are various reasons behind the fast growth of the beauty and wellness industry.

Spending

The spending on beauty and wellness products has grown quite a lot. In 2017, India's average yearly spending on beauty products was around INR 450 per person. This is as per the report by the Indian Beauty and Hygiene Association (IBHA). These figures will increase during the 2019-2024 period.

The figures state that the average customer is conscious of beauty and wellness. The increasing numbers emphasise the size of the market. There is a need to face the competition with strategies in place.

E-Commerce

Advancements in technology have made life easier and more convenient. You can do your work in one simple click. In the same way, you can now buy your favourite beauty product online and get it delivered to your doorstep. E-commerce has made it possible to order any beauty service at home. This makes the market more approachable to consumers.

Awareness

Social media marketing has made the youth aware of beauty and wellness. This increasing awareness has led people to experiment. They now try various services and products available in the market. New beauty services like hair and nail extensions are in great demand.

Skincare

Homemade skincare routines are complex and time-consuming. Various brands have incorporated natural ingredients into their products and made them available. The assurance of chemical-free products has generated demand among the eco-conscious consumer base. People opt for less chemicals and hassle-free skincare routines. With easy-to-use packaging, the new products are in great demand.

Spa Services

Unlike earlier, the need to visit the spa for a relaxing massage or skincare is over. Spa services are available in the comfort of your home. This has made people aware of relaxation therapies and increased wellness tourism. People look for a therapeutic massage or other treatments. These include yoga, meditation, and digital detox.

Male Grooming

The need for beauty products and services is not limited to women. Men are at the forefront of opting for male grooming products like beard oil and shampoo. An increase in the demand for male grooming products has given rise to this new segment in the industry.

Understanding the Need for Customer Experience

Customer experience is the journey of a customer with your brand. It starts from pre-buying a product to getting after-sales service. Offering quality products and services might not suffice. Consumers need more than transactions; they need meaningful interactions and personalised experiences. This shift towards customer-centricity has pushed businesses to rethink their approach. They need to place the customer at the heart of everything they do.

Trends in Customer Experience

Personalisation

Personalisation plays a vital role in customer experience as technology advances. Consumers expect solutions to their needs and preferences. They look for custom skincare regimes and customised wellness plans.

Integration of Technology

Technology integration has changed the way brands deliver beauty and wellness services. Technology enhances convenience and accessibility. It streamlines the customer’s journey. Some technologies like online booking platforms and virtual consultations are in demand.

Focus on Wellness

Consumers need an all-inclusive solution to their health problems. People are looking for products and services that ensure their well-being. They rely on the products and services that help them. These can help with their emotional, mental, and physical well-being.

Sustainability and Ethical Practices

Consumers are becoming more eco-conscious. They want brands to focus on sustainability and ethical practices. Businesses are adding values that ensure their customers a sustainable product. Brands are manufacturing products with compostable packaging and cruelty-free formulations.

Strategies for Elevating Customer Experience

Strategy 1: Value-driven decision making

A brand needs to create value for its customers. The awareness about health & wellness, and sustainability is increasing. The beauty industry has also taken steps in this direction. It recognises and includes the needs of its customer base. Consumers are aware of toxins and harmful ingredients in products. This makes them opt for ethical products with organic and high-quality ingredients. Brands with transparent, sustainable practices are gaining popularity.

A great example of a successful sustainable beauty brand is MamaEarth. It went from being an online brand to having a significant retail market share. MamaEarth claims its products are vegan, cruelty-free, and green.

The secret to MamaEarth’s success is its mission of ethical practices. Their stand against animal testing makes them remain authentic to their values. Consumers look up to brands participating in social movements. It is clear why so many favour MamaEarth as the brand of their choice.

Strategy 2: Fast-growing community building

Humans are social beings, so we are drawn to communities where we feel heard and understood. The world of technology has made us less connected in the real world. Still, it has offered a chance for us to connect to more like-minded people online. These are people with whom we have common interests and values. Brands with a solid social media presence can build communities. They can also find ways to communicate with customers. Using marketplaces offered by Facebook and Instagram can help connect with your customers. With online marketplaces, you can see your potential customers on social sites.

You can showcase your products on social sites and enable your followers to shop. These are some great ways to convert your audience into customers. Easy access to the products ensures a great customer experience.

Strategy 3: Comprehensive Research

Understanding the customer's needs and goals is the foundation of exceptional service. Businesses can plan recommendations to address specific concerns. They conduct thorough research to build trust.

Strategy 4: Omnichannel Experience

Consumers expect a seamless experience across many channels. Consistency is the key to enhancing the customer journey. Whether it's for booking appointments online or engaging on social media. Offline brand presence is important for customers visiting the physical location.

Strategy 5: Customer Education

Educating customers enables them to make decisions about their beauty and wellness journey. Businesses provide educational resources, tutorials, and expert advice. As a result, they add value and strengthen their relationship with customers.

Strategy 6: After-Sale Service

The customer's journey doesn't end once the sale is complete. Following up with their post-treatment demonstrates care and commitment to their well-being. After-sales gestures go a long way in building lasting relationships. Whether it's a thank-you note, a satisfaction survey, or personalised recommendations.

Conclusion

Customer experience management must be the top priority in brand-building. With excellent customer experience management, your brand can increase your repeat customer ratio.

Building a customer experience management system is easy. You need the right tools and resources for the same. Choose the right platform and collaborate with a tech genie like GrowthJockey. This way, you can ensure the growth of your brand. GrowthJockey helps you plan great customer experience management with its team of experts. They provide you with the techniques and ensure brand building.

Choose the right approach and get help from the experts. Elevate your customer experience in your beauty and wellness business.

FAQs

1. How can businesses use technology to enhance the customer experience?

Technology offers opportunities to enhance customer experience in the beauty and wellness industry. Technologies improve accessibility and personalise interactions. These include online booking platforms, virtual consultations, and AI-powered skincare analysis. This elevates the customer journey.

2. What role does sustainability play in shaping customer preferences?

Sustainability results in changing customer preferences in the beauty and wellness industry. With growing environmental concerns, clients are more drawn to brands prioritising sustainability. This makes them opt for products that are eco-friendly and cruelty-free.

3. How can businesses balance personalisation with privacy concerns?

Balancing personalisation with privacy concerns requires transparency and consent. Businesses should be transparent about the data they collect and how it's used. This means that they respect client preferences. Companies can deliver customised experiences while maintaining trust and integrity. They can offer opt-in personalisation options and safeguard sensitive information.

4. What are some effective strategies for building client loyalty?

Building client loyalty requires exceptional service, personalised experiences, and meaningful engagement. Businesses can build strong relationships that keep clients coming back. They can focus on customer satisfaction. They can also prioritise building trust and showing care for their well-being.