The Client Journey Blueprint: 6 Touchpoints That Build Loyalty & Boost Revenue

Session details:

Taught by industry educator and business owner Kirsten Goetzelman (@thetampawaxer)

This strategic business session explores how every client interaction — from the first moment of discovery to post-appointment follow-up — directly impacts trust, loyalty, and long-term revenue.

Rather than focusing on ads, algorithms, or content creation, this class centers on client experience as a growth engine.

 Attendees will learn how to intentionally design and manage six critical client touchpoints that influence booking decisions, perceived value, and repeat visits. By aligning online presence, in-service behavior, and aftercare communication, you’ll create a seamless, professional journey that converts first-time clients into loyal advocates.

In this session, you’ll learn how to:

• Make a strong, confidence-building first impression across social media, your website, and in person

• Improve discoverability in ways that attract ideal clients — not just more clients

• Align your online image with an elevated, consistent in-room experience

• Maintain professional, on-brand conduct during services to reinforce trust and value

• Strengthen closing moments: encouraging referrals, securing reviews, providing effective aftercare, and increasing rebooking

 You’ll also gain a clear understanding of how each touchpoint supports your overall marketing and sales funnel — guiding clients from awareness to conversion and long-term loyalty. Walk away with actionable strategies to refine your client experience, strengthen your brand reputation, and increase revenue without adding more hours to your schedule.

Ideal for owners, managers, and beauty professionals ready to elevate how their business grows — one intentional interaction at a time.