⚕️Case Study — Med Spa

How a Med Spa Increased Client Retention by 73%

A med spa was spending $280 to acquire each new client but losing most after 2-3 visits. Echo's personalized retention campaigns brought them back — increasing retention 73% and adding $32K in quarterly revenue.

See It In Action

73%

Retention Increase

-89%

Churn Reduction

+$32K

Quarterly Revenue

3.2x

Client Lifetime Value

The Challenge

Radiance Med Spa in Scottsdale, AZ offered premium treatments: Botox, fillers, laser skin resurfacing, and chemical peels. Their average client acquisition cost was $280 — driven by Google Ads and referrals from a dermatologist partner.

The problem was not finding clients. The problem was keeping them. Only 27% of new clients returned for a second treatment within 6 months. For a med spa where most treatments require regular maintenance, this was devastating. They were essentially paying $280 per single-visit client.

The owner estimated that if they could retain even 50% of clients for three or more visits, revenue would increase by over $100K annually — without spending a single additional dollar on acquisition.

What Echo and Sage Did

Echo

Treatment-Based Rebooking

Created automatic rebooking sequences for each treatment type, timed to the specific maintenance interval — 10 weeks for Botox, 3 weeks for facials, 6 weeks for laser sessions.

Echo

Personalized Messaging

Each message referenced the specific treatment, provider, and time since last visit. Messages felt like a personal check-in, not a marketing blast.

Echo

Win-Back Campaigns

For clients who had not visited in 6+ months, Echo sent a specialized re-engagement sequence with an incentive to return for a consultation.

Sage

Churn Risk Scoring

Sage identified clients at high risk of churning based on visit frequency changes, cancellation patterns, and demographic data — enabling Echo to intervene early.

The Results

73%

Retention Increase

-89%

Churn Reduction

+$32K

Quarterly Revenue

"We were spending a fortune getting clients through the door and then letting them walk out forever. Echo changed everything. Our retention went from 27% to 47% in three months, and we did not have to lift a finger."
— Dr. Sarah K., Owner, Radiance Med Spa

All Case Studies Meet Echo Meet Sage AI for Med Spas Retention Guide

Questions About This Case Study

Clients would come for an initial treatment — Botox, a facial, or laser session — and then disappear. The spa had no systematic follow-up process. Staff were too busy to track who needed rebooking. Echo automated the entire process based on treatment protocols and individual client patterns.

Echo analyzed each client's treatment history from Zenoti and mapped it against standard treatment protocols. For Botox clients, reminders went out at 10 weeks (before the typical 12-week interval). For facial clients, at 3 weeks (before the typical 4-week interval). Each message was personalized to the specific treatment.

No. Echo sends 2-3 messages per rebooking cycle, and each one references the specific treatment, time since last visit, and provider. Clients consistently reported that the messages felt personal and helpful, not automated.

Sage identified which treatments had the worst retention rates, which providers had the highest rebooking rates, and which client segments were most at risk of churning. This data guided Echo's campaign strategy and helped the spa owner make staffing and service decisions.