Projects & competitions Mar – Sep 2024
Three Chairs Hair Salon
Marketing Project Team Lead · Student startup
Worked on customer research, brand repositioning, and operating improvements for a student-run salon, connecting service experience with repeat visits and day-to-day customer management.
Understanding the experience
Combined surveys, customer-journey mapping, and SPSS regression to identify service pain points and differentiation opportunities. Translated customer feedback into specific parts of the service that could be improved.
Connecting positioning and delivery
Applied SERVQUAL, the 7Ps, and Servicescape to training, performance management, store design, and CRM changes. Connected brand positioning, the service environment, and practical delivery.
Following repeat visits
Linked experience analysis with operating performance. The repeat-visit rate increased by three percentage points over three months following the changes.
Outcome & delivery
Repeat-visit rate increased by 3 percentage points over 3 months.
- Customer journeys
- SPSS regression
- SERVQUAL / 7Ps
- Servicescape
- CRM