Vagaro Master Class: Customer Experience Optimization with Luka Hocevar

Vagaro Master Class is your connection to the underground hair, beauty, and wellness industry knowledge that’s usually kept behind closed doors or tight lips. Own a tattoo shop? Pilates studio? Maybe a spa? No matter your vision or passion, this series will equip you with insider business tips and tricks for nurturing customer relationships, building an online presence, effectively marketing your business, and so much more.

In this latest installment of Vagaro Master Class, Luka Hocevar, owner of Vigor Ground Fitness and expert business coach & author, will show you how to create the first 60 days of the customer experience (CX) journey at your business, plus share some interesting points proving exactly why fostering a CX culture is so crucial to your success.

Episode 1: Does Your Customer Service Suck?

As a business owner, it can be hard to not get too swept up in the grow-grow-grow mindset. Client acquisition is huge, absolutely, but emphasizing your efforts on the retention side of things might prove to be more beneficial for your business’s operations, and Luka’s here to explain why.

On the flip side, it’s important to think proactively, NOT reactively when approaching the customer experience at your business. A proactive CX outlook generates warmth towards anyone who might interact with you, like a metaphorical welcome mat or pat on the back that encourages repeat business—whether it’s a new or long-time client.

Customer experience is about building a set of remarkable interactions delivered consistently to all customers.

Episode 2: Why the Customer Experience is Important

The heart of customer experience boils down to the 70/30 ratio: 70% of the customer experience is telling clients what they can expect from your business, and 30% of delivering WOW items or moments to your customer (ex: merch, free sessions or services, discounts, etc.).

So, where does the CX journey actually start? Believe it or not, it’s the research phase that takes up most of the customer experience at your business, no matter the industry. Here’s what that means: before people decide to do business with you, they’re going to research your business, look for pros and cons, and try to find out why you should be the one they visit. This is exactly why the content your pushing out as a business needs to captivate, resonate, and educate. How do you that? Why does it matter? Don’t worry, we’ll let Luka explain.

Episode 3: Creating the First 60 Days of Your Customer Experience

We’ve talked the talk, now it’s time to walk the walk and create the first 60 days of your CX journey. In this third episode of Luka’s master class, Luka will take you through his first 30 days of the customer experience journey at Vigor Ground Fitness, plus share some creative strategies YOU can start using ASAP to immediately level-up your CX expertise.

People will refer the most others to your business in the first 30 days of their time with you.

Whether you own a barber shop, hair salon, yoga studio, or tattoo shop—what’s something you can do at the end of every session that’s going to improve the experience? What small or large, expected or unexpected things can you do with or for your clients to enhance the end of their interaction with you? These questions should be playing on repeat inside your head as a business owner. Why? Well, sure, you may be in the beauty, fitness, or wellness business—but you’re also in the hospitality industry just as much.

Episode 4: Shaping a Customer Experience Culture

Now that you have a vision for the CX journey at your business, it's time to put it into action. Before you begin, though, Luka’s going to take a look under the hood and make sure you have the resources necessary to start.

In this grand finale of the Luka Hocevar Vagaro Master Class, Luka explains how to foster the ultimate CX culture in your business. He covers essential aspects like hiring the right employees, leading by example, providing actionable feedback, and other key processes you might not have seen in action before—you definitely do not want to miss this one.

Are you being a great example inside of your business? Are you shining a light in meetings?

Perfecting the customer experience is tough, there’s no doubting that. At that same time, though, it might not ever be! That’s the beauty of it all. The CX journey at your business should be fluid, always evolving and changing to best meet your clients’ needs, and Luka Hocevar’s Vagaro Master Class series will show you exactly where you need to begin.

If you’re looking for a software that can flex, scale, & grow with your business, try a 30-day complimentary trial of Vagaro, we’ve got your back every step of the way.