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In today’s hyper-connected-always-on world, there’s a growing demand for massage services. The employment of massage therapists is expected to increase 23 percent between 2012 and 2022, according to the U.S. Department of Labor (the average occupation growth rate is 11 percent). As customer demand rises, companies like Massage Envy Spa are focusing on the customer experience to stay ahead of the competition.
Headquartered in Scottsdale, Ariz., Massage Envy Spa operates more than 1,000 franchises in 49 states with about 1.5 million members. 1to1 Media spoke with Aaron Meyers, vice president of operations, about how the company user customer feedback to help its franchises maintain a consistent brand and customer experience.