Points in
your pocket.
A year-end campaign that turns the rewards our guests already earn into the reason to use the LHS app we already have.
Year-end campaign, 2026
Presented by Dikalo Chie, October 2026
Good morning
Your rewards
Available to use
$27.40
329 points
Shop gift cards›
Refer a friend›
Find a location›
Our guests are already earning rewards. Most of them can't see it.
Points are live
Every service, product, membership and package already earns points, worth about 8% back.
Balances are hidden
The monthly points statement is switched off, so guests rarely see what they've earned.
Some guests are out of reach
Guests who opted out of email and text never hear about offers, balances or closures.
The app fixes all three. The balance lives on their phone, and a push reaches every guest who taps Allow.
Discounts cost us today. Points pay off on the next visit.
January to June 2026
$389K
given away in discounts, 6.5% of gross sales.
62.5% was entered by hand, with no name, owner or approval trail.
| A discount | Points | |
|---|---|---|
| When it costs | At the register, on today's sale | Only when the guest comes back |
| What it buys | One sale | The next visit |
| Tracking | Mostly manual, no name | Every point tied to a guest |
| Shelf life | Gone at checkout | Expires in 183 days if unused |
| What the guest sees | A lower price, once | A balance on their phone |
Centers that discount most use points least.
Share of guests' points redeemed
Six heaviest discounters
Discount 11.7% to 19.6% of gross sales
23%
Six lightest discounters
Discount 2.2% to 3.5% of gross sales
39%
Guests at the lightest discounters redeem points at 1.7 times the rate. Where staff reach for a discount, points sit unused.
Make points the norm, not the markdown.
| Today | Instead | |
|---|---|---|
| Service recovery | A manual discount, $49 on average, gone at checkout. | A points credit for the next visit, such as 600 points ($50), added by a manager. |
| Price pushback at the desk | Staff knock the price down to close the sale. | Full price today, plus bonus points the guest uses on their next visit. |
| Win-back offers | A percent-off email that opted-out guests never see. | Bonus points sent by push, redeemable only when they return. |
Over time, points replace discounts as the way we say thank you, and every one brings a guest back.
We're borrowing from the best loyalty programs.
| Program | What they do | What LHS borrows |
|---|---|---|
| Starbucks Rewards | The app is the wallet: balance, offers and ordering all live there. | Make the points balance the reason to download. |
| Sephora Beauty Insider | Members get recognition and access non-members don't. | App-only perks, like first pick of holiday openings. |
| Ulta Beauty where L'Oréal brands sell | Points events and expiry reminders create urgency to come back. | Double Points Days and use-your-points reminders. |
| Nike App | Members hear about new drops first. | App guests hear about new drips and pop-ups first. |
| Apple | Promotional notifications need the customer's explicit opt-in. | Earn the Allow at the desk, then keep every message useful. |
The program we already run.
Guests get back
8.3%
on every dollar they spend, today.
A $150 visit earns 150 points, worth $12.50.
| Earn rate | 1 point per $1 after tax, on services, products, memberships, packages and gift cards |
| Point value | $0.0833 per point |
| Expiry | 183 days, with reminders at 30 and 7 days |
| Redemption cap | 1,200 points, about $100, per invoice |
| Points statement | Off |
| App signup and booking points | Off |
| Referral points | Set at 25, but off |
Where our points stand today.
$341K
sitting in guest balances, network-wide
12,495
guests holding a balance, about $27 each
25%
of points earned in the last six months redeemed
$147K
in points expires by December 31
Guests earn about $76K in points a month. Most never see it.
Membership dues earn 29% of all points. Members hold the biggest balances.
$147K in points expires by New Year's. That's a reason to visit.
Points value expiring, by month
$43.9K
$41.1K
$62.3K
$58.1K
$44.5K
$68.5K
Oct
Nov
Dec
Jan
Feb
Mar
6,673
guests have points expiring by December 31. Today's reminders reach them only by email and text.
LIVE Hydration Spa now
Your points expire soon. Book now and use them.
In the app, the reminder also reaches guests who opted out. Every redemption is a paid visit.
Six settings, switched on once by corporate.
Turn on the monthly points statement
Guests finally see their balance, our best download argument.
● Front desks briefed
Turn on Online Signup points
This becomes the download bonus for new app accounts.
Turn on Online Booking points
Rewards every booking made in the app.
Stop points paying for gift cards
Points spent on gift cards turn rewards into cash.
● Front desks briefed
Require terms before redemption
Makes the 183-day expiry binding on the guest.
● Front desks briefed
Turn on referral points
Already set at 25 points, about $2, but switched off.
Nothing for locations to configure. Brittany briefs front desks on the three that change checkout.
Zenoti can't reward an install. So we reward what the app does.
+60
points to download and sign in
A $5 welcome bonus, through Online Signup points for new accounts and a weekly grant for existing guests.
+25
points on every app booking
About $2 each time, through Online Booking points.
2×
Double Points Days
Announced by push only. If you have the app, you hear first.
Zenoti segments do the work, on their own.
Who
A target segment
Guests with points left, points about to expire, or no recent visit.
How
Every channel they allow
App push, plus email and text for guests who opted in.
Result
A visit to redeem
Points are only spent when the guest comes back and pays for a visit.
| Always-on segment | Who's in it | The invitation |
|---|---|---|
| Points waiting | Guests with a points balance and no visit in 30 days | “You have points waiting. Book your next visit.” |
| Points expiring | Guests whose points expire in the next 30 days | “Your points expire soon. Use them before they're gone.” |
| Not on the app yet | Opted-in guests who haven't signed in to the app | “Your points live in the app. Get $5 when you sign in.” |
The guest's path, from the front desk to the phone.
Hear it at checkout
“Your points are in the app. Scan here.”
Download and sign in
QR card on the counter and a link on the receipt.
Tap Allow
Staff ask for it. Promotional pushes need it.
$5 lands
60 bonus points, visible right away.
Book and redeem
Pushes bring them back through the holidays.
Guests who opted out of email and text join here, in person. The front desk is the only channel that reaches them.
Four phases, built around the holidays.
Get ready
Apps live, settings on, front desks trained
Launch
Download and get $5, at every checkout
Holiday
Gift cards in the app, one Double Points Day
Year-end
Win-backs, rebooking, points reminders
A November 9 launch gives front desks two and a half weeks of downloads before Black Friday.
Five messages that earn a place on the lock screen.
One reason per message, and no more than two marketing pushes a week, so guests keep notifications on.
Welcome bonus
Double Points Day
Points expiring
Last-minute openings
Closures and pop-ups
Saturday, November 28
9:41
LIVE Hydration Spa now
Today only: double points on every drip. Tap to book.
LIVE Hydration Spa 2h ago
Two openings this afternoon at your spa. Tap to grab one.
LIVE Hydration Spa Thu
Your points expire soon. Use them on your next visit.
LIVE Hydration Spa Tue
We're closed today for weather. Tap to rebook.
LIVE Hydration Spa Nov 12
You're in. 60 bonus points just landed in your account.
For owners: more reach, fuller chairs, almost no extra work.
What owners get
Reach guests who opted out of email and text, at $0 per message
Fill empty chairs by pushing last-minute openings
Tell guests about closures and pop-ups in seconds
Sell holiday gift cards and packages in the app
No new software cost; the app is in our Zenoti fees
What owners do
Ask every guest at checkout, a 10-second script
Keep the QR card on the counter
Watch their spot on the location leaderboard
Send local notices through a corporate template
For marketing: a channel we own.
Owned
No vendor or carrier between us and the guest.
Free
No per-message cost, unlike text messaging.
Targeted
Uses the Zenoti segments we already build.
Measured
Installs, opt-ins and app bookings, weekly.
Email and text compete in crowded inboxes. A push sits on the lock screen, next to messages from family and delivery alerts.
Who does what.
| Owner | Role | When |
|---|---|---|
| Zenoti | Restore both apps in the Apple and Google stores | By Oct 30 |
| Corporate IT, Dikalo | Switch on the six settings, build the always-on segments and campaigns, report weekly | Oct 26 to Nov 6 |
| Marketing | Push copy, counter QR cards, app store visuals | By Nov 2 |
| Training and Systems, Brittany | Front-desk script and briefing on what changes at checkout | Nov 2 to 6 |
| Compliance, LaNita | Review push and in-app copy before anything sends | Before launch |
| Every location | Ask at checkout and keep the QR card on the counter | From Nov 9 |
What it costs, in dollars.
| Points already owed | $341K | Balances held by about 12,500 guests today. 25% of points earned in the last six months have been redeemed. |
| Download bonus | $5.00 | 60 points per guest. Up to $5,000 for every 1,000 downloads. |
| App booking bonus | $2.08 | 25 points per booking made in the app. |
| Double Points Day | +8.3% | Extra rewards on that one day's sales only. |
| Software | $0 | The app is in our Zenoti fees. Store accounts: Apple $99 a year, Google $25 once. |
Bonus points are only spent when a guest comes back and pays for a visit, and they expire after 183 days.
How we'll know it worked.
[ __ ]
App downloads
Installs across both stores by Jan 10
[ __% ]
Active guests with the app
Share of guests seen in the last 12 months
[ __% ]
Notifications allowed
Of guests who download, how many tap Allow
[ __ ]
Opted-out guests reached
Guests we could not reach before
[ __% ]
Bookings made in the app
Share of all appointments, by location
24.8%
Points redeemed
Today's baseline, last six months
What happens next.
Oct 7
Zenoti confirms the fix
Oct 30
Apps back in the stores
Nov 2–6
Settings on, front desks trained
Nov 9
Campaign launches
Nov 27
Black Friday push
Jan 10
First results
Everything depends on Zenoti restoring the apps. If that slips, the launch date moves. The plan doesn't.
For leadership approval
Six decisions to move forward.
- 1Approve the campaign and a November 9 launch
- 2Approve the bonuses: 60 points to download, 25 per app booking
- 3Approve the six settings changes
- 4Make points our default reward and move away from discounting, starting with service recovery
- 5Decide whether it runs network-wide or owners opt in
- 6Confirm the owners on the Who does what slide
Critical path
Both apps back in the stores by October 30.
The app is currently not in the Apple or Google stores. Zenoti has been asked for the cause and a fix, with a reply due October 7.