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ENDOTA
Remaining No.1 in a Fast Growing Market

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OVERVIEW

Proto Partners helped Endota achieve alignment throughout their network of day spas, allowing them to offer consistent premium spa and beauty treatments for Australian women. With a new clear vision, they have refocused their strategy from pure customer acquisition, to a much larger emphasis on existing customers and the significant value they bring to the business.

 

BUSINESS/DESIGN CHALLENGE

How to make Endota indispensable to Australian women?

CUSTOMER STRATEGY

Most service design models and definitions emphasise the importance of creating mutual value for both provider and customer. This central tenet informs the work most service designers undertake. However, what if there are multiple providers and customers who need to be served and continue to derive value from the relationship? 

As a growing franchise, this is the position Endota found themselves in, under pressure to create value for both their franchise owners and their clients.

Proto Partners conducted initial research with both internal customers (owners) and end customers (clients). Next, we developed an ‘ideal customer journey’, designed to go to the heart of identified customer interest points. Working with Endota, Proto Partners developed a ‘single organising idea’ to unify the business. Endota could then build a customer strategy using the customer and business insights obtained during research.

OUTCOME

Proto Partners helped Endota achieve alignment throughout their network of day spas, allowing them to offer consistent premium spa and beauty treatments for Australian women. With a new clear vision, they have refocused their strategy from pure customer acquisition, to a much larger emphasis on existing customers and the significant value they bring to the business.

This new focus has resulted in a 14 point increase in their Net Promoter Score. Even their previous score would have been the envy of nearly any company serious about delivering a great customer experience.

 


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