Designing PremiumAesthetic Patient ExperiencesThat Increase Retention

Don Adeesha (Host) Don Adeesha (Host)

We are all alive.

Here we go. Welcome, everyone.

Welcome, Chris. Let's see… welcome, Randy.

Mmm… Got Stuart in the building, welcome. Great, let everyone be joined.

Here. Good evening, and welcome, everyone, to tonight's Business of Aesthetics Expert Panel.

We are a community dedicated to building

success for our practice owners in med spa and the aesthetic industry. And, of course.

Tonight's conversation, designing premium aesthetic patient experiences that increase retention, is one of the most important topics we can tackle right now. In an aesthetic market where clinical results are

increasingly table stakes. The patient experience is the new differentiator. So, what you'll be hearing tonight is, in theory, it's a blueprint for building a practice. Patients want never to leave.

I'm your host for this session, Don Adesha, and I'm joined tonight by two, genuine leaders in this space. By the end of this hour, you'll know exactly where your patients

experience is losing that retention, and what a premium standard actually looks like in practice, and of course, how to start building one, whether you're a solo operator or a scaling team. Now, before we dive in, a few quick housekeeping notes to make you get the best of this hour.

We are recording tonight.

you will receive a replay link after the session. That being said, do not let that make you passive, because the best value is happening right here, right now, live, in this conversation. So…

Find the chat, find the Q&A button below, do engage with us throughout the discussion. If you have any specific questions for the panelists that you would like for me to ask them, do use that Q&A button to drop those questions in there.

use the chat to conversate with your colleagues here. I'll have my eye on both the feeds and do my best to weave in your concerns as we go along, or we will address them more in depth during the dedicated live Q&A session just for you midway through the event.

Now, that being said… Before we dive in, a genuine thank you to our sponsor, who made it

Possible tonight, ECHO Marketing. ECHO has been the growth marketing partner for over 500 practices in aesthetics, healthcare, and legal industries, across

US, Canada, and the UK for over 15 years, helping practices get found, get chosen, and of course, get booked through SEO, conversion-focused websites, and content that builds trust before a patient ever calls. And, they're doing something very special for tonight's attendees.

Okay, these are some of the, practices that are…

On board with ECWA here. Yeah, so they're doing something very special for tonight's attendees. Sitting in the chat right now is Omer Khan, their Director of Customer Success. While our panel runs, Omer is live and available. Drop any digital marketing questions directly in the chat, and he'll respond in real time. Omer, it's great to have you with us.

Would you like to say a few words?

Yes, hi, it's my pleasure to be here. Hi, Antonio, hi, Andre, thank you so much for making the time.

There are more than 100 registrants for today's webinar, and we are already excited to hear your presentation. Don, if you give me just a second, I want to show something on my screen, just to set the mood.

One second… Yeah.

Let me share my screen. Let me know when you're able to see.

Don Adeesha (Host) Don Adeesha (Host)

Still waiting.

Okay, how about now?

Don Adeesha (Host) Don Adeesha (Host)

Yeah, we're good.

Alright, so…

To Audrey and Antonia and everyone that's joining in, take a look at these two charts. The chart on the left-hand side is U.S. population.

Since the last 10 years. Sorry, the chart on the right-hand side is U.S. population. The chart on your left-hand side is everyone typing into Google for Botox near me.

Notice that the population has stayed tattooed, about 7% growth, but someone typing Botox near me in the last 10 years.

It's… Has… Double, triple, 50 times over.

So if There are not new patients coming into the market.

Where are these searches coming from? These searches are coming from existing patients looking to switch.

And that's why loyalty today is so important. That's why designing premium experiences that work for you, that work for your market, are so important. Because the last thing you would want is your existing clientele to go to Google Search and type

Botox near me.

With that in mind.

I will pause here, and I'll let the rest of the presentation continue, but it's just an incredible insight that I wanted to share with everyone.

Don Adeesha (Host) Don Adeesha (Host)

Oh, okay. Well, thank you very much for that, Omer, and it's an interesting insight to definitely keep in mind as we go through this discussion. With that being said, let's do, take a look at the main points that we have aligned here for tonight.

Now, we're gonna move through four key pillars here. First of all, defining the premium difference, then pinpointing retention, critical moments.

Then we are moving on to building team-wide consistency.

And of course, wrapping it all up with ensuring that your elevated experience is actually scalable and efficient.

Right. Now, let's meet the wonderful panelists we got here tonight, to discuss these key points. Right.

First up, we have Audrey Neff. She's the Chief Marketing Officer for Aviva Aesthetics, an international speaker and global

key opinion leader for MERS Aesthetics, Audrey helps multi-location aesthetic platforms bridge the gap between clinical excellence and business growth so that they can dominate their local markets while maintaining a premium brand identity. Audrey, it's great to have you on the panel.

Thank you! Excited to be here.

Don Adeesha (Host) Don Adeesha (Host)

Great. Excited to,

Excited for this conversation. And, joining her is Antonia Stadler, founder of St. Aesthetics Med Spa and Academy. Antonia is a licensed advanced practice aesthetician and DNA practitioner with over 15 years of industry experience.

She empowers aesthetic professionals through hands-on education, blending genetics, and advanced techniques to create results.

that keep patients coming back for a lifetime. Antonia, it's great to have you on the panel.

Antonia, are you stuck?

Oh, sorry.