endota Case Study | Personalised Marketing with Taguchi

Taguchi + endota

Turning treatment data into personalised post-visit revenue.

71% increase in unique clicks

20x uplif tin value per send

Increased post-visit product conversion

Preserved premium in-spa experience

For premium wellness brand endota, the in-spa experience has always come first. Every touchpoint is designed to leave customers feeling relaxed, restored and cared for. But when it came to extending that experience beyond the treatment room, the brand identified an opportunity capability.

Challenge

For endota, personalisation has always been central to the customer experience. Every treatment creates valuable insight into an individual customer’s needs, preferences and wellbeing goals, with therapists playing an important role in recommending products that can help extend the benefits of the treatment at home.

endota identified an opportunity to take this personalisation further. By finding a way to connect the treatment experience with relevant post treatment communication, the brand could support customers beyond their spa visit while creating a more seamless journey between services and products..

Beneath this sat a more complex challenge: data. Booking and transaction information existed, but it wasn’t structured or centralised in a way that made it reliable, scalable or actionable for targeted communications. Without clean, usable data, personalisation at scale wasn’t possible.

A strong partnership, powering personalised care beyond the spa

This project has transformed how we extend the care our therapists provide in spa. By moving product recommendations into a personalised, post-treatment journey, we’ve improved the customer experience while significantly increasing retail performance. The data transformation was a major undertaking, but it has laid the groundwork for smarter, more connected marketing across the business.

Jack McCarthy
Senior CRM Manager, endota

Solution

endota first established a strong data foundation by migrating and restructuring all booking and transaction data into Snowflake, with Taguchi ensuring it was optimised for secure, high-quality, event-based marketing. With this in place, Taguchi activated the data through personalised, event-triggered emails and dynamic content—delivering tailored product recommendations and follow-up treatments that extend the in-spa experience and drive ongoing revenue

The first step was foundational

endota committed to migrating all booking and transaction data to Snowflake, restructuring and cleansing it to ensure quality, consistency and long-term usability. The six-month migration was a company-wide initiative, championed by the CRM team. Taguchi was engaged throughout the process, providing guidance on data structure, security and downstream communication requirements. As the platform responsible for activating this data, Taguchi’s involvement ensured the feed would ultimately support sophisticated, event-based marketing. Once the new data foundations were approved and operational, the focus shifted to activation.

Scalable, revenue-driving personalisation

Taguchi implemented an event-based triggered EDM, powered by custom profile fields. These fields — including skin type, recommended product range, product SKUs, spa location and visit details — are utilisible within the customer profile, creating transparency around exactly what information is being used in communications.

Data driven journeys

Within 24 hours post visit, customers now receive a personalised email featuring their top three products from the client's script, which our qualified therapists issue at the end of a treatment. The script enable's the client to prolong the benefits of their visit to endota. The email also links to their complete script on a Taguchi landing page, which includes all the products chosen by the therapist and their recommended next treatment.

Taguchi’s asset library and tagging framework stores all product combinations which is then dynamically referenced within the email based on each customers prescription. Clicking through takes customers to a personalised landing page displaying their full prescription suite, along with relevant follow-up treatments. Products are thoughtfully ordered into AM and PM routines, reinforcing ease, clarity and continuity of care at home.

The results

The impact of aligning clean data with personalised automation was immediate and significant. It resulted in 71% increase in unique clicks and a 20x uplift in value per send.

By complementing in-treatment product conversations with a tailored, post-visit digital experience, endota increased engagement and revenue, without compromising the in-spa experience. These results have prioritised further enhancements to this journey, expanding beyond products to include treatments, series and boosters. This initiative has enabled these product asset blocks to be reused across other channels, reducing the need for additional design and production.

Behind the delivery

"endota’s commitment to getting the data foundations right was key. By partnering closely during the migration to Snowflake, we were able to build an automated, event-based program that turns therapist insight into scalable, revenue-driving personalisation. The results demonstrate what’s possible when clean data and thoughtful customer experience strategy come together.”

Client Success Manager, Taguchi