Last week, I visited a spa called iiK Spa in Mexico City 🇲🇽 that completely understood the customer experience! 😍 I liked it so much that I had to go there twice to ensure it wasn't a one-time grandiose moment but something they consistently offered.
Here are some highlights and how they benefited both customers and the business:
🌟 After check-in, they offered us water and refreshments in a serene waiting room. Being away from the check-in desk helped us decompress and get excited for our massage. Creating a relaxing atmosphere is vital for a great customer experience!
👥 The masseuses greeted us, told us their names, and escorted us to the massage table. It made the experience more personal and reminded us to treat each other with respect and care.
✨ The massage table was beautifully decorated with healing crystals, adding a lovely touch. It showed that the spa cared about more than just the physical body and catered to the growing rise of spirituality, which made the experience feel special.
🌺 Even when facing down to the floor, they had visually appealing potpourri! This showed an attention to detail in ensuring the customer is surrounded by beautiful things for a more profound sense of relaxation.
👃 They started the massage with essential oils, guiding us to take deep breaths. And at the end, they sprayed the room with different oils to gently awaken us. Such a clever way to enhance the experience!
🎉 When we were ready to leave, the masseuses bid us farewell and gave us candy for a little pick-me-up. It made us feel special and energized for the rest of the day.
iik Spa truly understands human psychology. They create at least 6 different moments throughout the customer's journey to relax and delight the customer. They know that the sooner they can help a customer decompress from the bustling day-to-day life and relax into the massage, even before reaching the massage table, the more enjoyable the experience will be for both the customer and the masseuse.
How many moments in your customer's journey do you purposely delight your customers?
Want to check out their spa?
Here it is:
Mexico City, Mexico