French wellness company Be Relax’s customer service has been recognised at a recent industry awards ceremony.
The airport spa brand was named as the ‘Retailer with the Highest Regard for Customer Service’ by the North American airport industry to win an Airport Revenue News Award 2017 at an event in New Orleans last month.
“This prestigious award recognised our achievements in customer service and the devotion of our service personnel,” said Be Relax Head of Business Development Adeline Moya. “We will continue to make every effort to further enhance the passenger experience in our continuous pursuit for service excellence.”
With new spa openings in North America, Europe, the Middle East, and Asia in 2017, Be Relax is forecasting a revenue increase of +35% for the year. The company said that over the past 10 years its revenues had increased by +30% every year.
Be Relax noted that its loyalty programme became fully digital last year with the launch of the Be Relax App, on IOs and Android. Passengers who sign up to the programme can benefit from exclusive flash deals. The app has been downloaded more than 2,500 times so far.
The company said it had also redeveloped its website to offer the possibility of pre-booking spa treatments online.
“The airport spa business is still very much impulse driven,” said Moya. “However, arriving at the airport knowing that your massage therapist is waiting for you definitely helps you relax before you even get your massage.
“We know our customers and can anticipate their needs. We can offer specific offers to our different segments of customers instead of having a traditional cookie-cutter marketing approach. Some want vegan manicures and healthy spa treatments while some love innovative massage devices. We can adapt our communication to each of these segments.”
