Recognition Highlights Leading Massage & Skincare Franchise’s Commitment to Enhancing Guest Experiences
PHILADELPHIA — Hand & Stone Massage and Facial Spa (Hand & Stone) has been honored with the CXCELLENCE Award in Customer Centric Culture by Service Management Group (SMG) for 2024. The accolade recognizes the brand’s dedication to delivering an elevated and thoughtful customer journey and fostering member loyalty, reinforcing its position as a leader in the spa franchise industry.
Over the past three years, Hand & Stone has implemented a comprehensive success plan to enhance customer engagement and seamlessly integrate customer experience strategies into its daily operations. This includes boosting mobile app engagement, recognizing top-performing spas, and expanding its data-driven decision-making capabilities by actively gathering guest feedback through surveys, contact forms, and cancellation insights.
“Winning the CXCELLENCE Award is a tremendous honor and a testament to our unwavering commitment to creating an exceptional guest experience. At Hand & Stone, our goal is to make every visit the best hour of the month for our guests,” said Cindy Meiskin, Chief Experience Officer at Hand & Stone. “This recognition reflects the dedication of our franchisees, Service Providers and front-line teams, who go above and beyond to provide a welcoming, high-quality experience every time. We are incredibly proud of this achievement and remain focused on continuously elevating the standard of care and hospitality in our spas.”
Hand & Stone’s focus on data-driven insights and enhanced experiences ultimately led to a six-point increase in overall customer satisfaction, notably surpassing SMG’s personal service benchmark.
“At Hand & Stone, our commitment to deliver an exceptional guest experience is at the heart of everything we do,” said Jennifer Durham, Chief Development Officer at Hand & Stone. “Receiving the CXCELLENCE Award for Customer Centric Culture speaks to the dedication of our franchisees and team members who prioritize customer satisfaction at every touchpoint. By continuously refining our approach to guest engagement, we ensure every visit to Hand & Stone is both personalized and memorable.”
The Hand & Stone franchise opportunity is well-matched for motivated, business-minded individuals passionate about wellness and exceptional customer service. Ideal candidates are hands-on owner-operators who will run the spa day to day or engaged leaders who hire spa managers and work on the business but not in it.
The brand is specifically looking to target multi-unit operators across industries who are looking to expand their franchise investment portfolios. Candidates do not need prior experience in the spa franchise industry or advanced skincare franchise sector but should bring an entrepreneurial drive and experience developing strong teams. Franchisees should have the financial capability to invest in the business and scale their operations over time. This opportunity is perfect for individuals or groups looking to enter the growing massage, skincare, and spa franchise industry with a category leader.
For more information on franchising opportunities, individuals should visit www.handandstone.com/franchise/.
ABOUT HAND & STONE MASSAGE AND FACIAL SPA
Hand & Stone Massage and Facial Spa was founded in 2004 by John Marco, a dedicated physical therapist with a vision to make high-quality wellness services accessible to everyone. Today, with over 650 locations across 38 states and Canada, Hand & Stone continues to set the standard in the spa industry. From therapeutic massages to advanced skincare treatments, the brand delivers exceptional, customized wellness experiences. By partnering with trusted names like Dermalogica, IMAGE Skincare, and ClarityRx Clinical Skin Care, Hand & Stone ensures every client receives top-tier quality. In addition to providing great service, Hand & Stone was recognized by CXCELLENCE in 2024 for its outstanding customer-centric culture. Hand & Stone has been ranked on Entrepreneur’s Franchise 500 list for a decade, coming in first in the spa category several times.
For more information on Hand & Stone Spa services, visit https://handandstone.com/ and for information on the franchise opportunity, visit www.handandstone.com/franchise/.
