Belonging Is the New Luxury in Beauty скачать в хорошем качестве

Belonging Is the New Luxury in Beauty

Human connection is becoming the ultimate luxury in beauty, wellness and salon businesses, especially as AI accelerates in 2026. In this deeper second conversation on Beauty Business Matters, Susan sits down again with Alex Belisle-Springer from Phorest to explore what care, belonging and community really look like in the modern client experience. Fresh from the 2026 Phorest Summit, Susan and Alex unpack how technology can support (rather than replace) the human moments that build loyalty: being remembered, feeling safe, and not having to re-explain yourself every time you walk through the door. Alex reflects on the lasting impact of his 2024 Phorest Summit keynote, shared while medically transitioning, and why that talk resonated so widely beyond the specifics of his story. The conversation opens up honest insight into feeling “othered” in salon and spa spaces, the structural details that can unintentionally exclude people, and why inclusion must be designed intentionally, not left to chance. You’ll also hear a fascinating discussion on how small, thoughtful touches shape trust, from consultation set-up and language choices to seating arrangements, client notes and team continuity. Alex shares what he’s been learning through a belonging-focused facilitation programme and how those principles apply directly to salons, clinics and spas. Susan brings it back to practical, real-world service delivery: the difference between “What would you like to drink?” and “Tea, two sugars?”, and why those tiny moments cost nothing but change everything. If you’re a salon owner, clinic founder, spa manager, educator or beauty professional trying to navigate AI, client loyalty, team turnover and the future of customer experience, this conversation is a reminder that care is a strategy, and belonging is built through intention. CHAPTERS 00:00 Introduction to the Episode & Alex Belisle-Springer 02:41 Alex's Personal Journey & the Salon Industry's Role 11:28 Shifting Perceptions & the Need for Education on Trans Issues 17:30 Intentional Design for Belonging: Beyond the Norm 19:25 The Power of Small, Thoughtful Gestures in Client Care 21:10 AI Reducing Friction During Staff Turnover 22:50 From Manual Notes to AI-Powered Personalization 27:27 Is the Industry Getting Better? The Role of Intentionality 28:55 Body Consciousness & Robe Sizes in Spas 30:20 Alex's "Where We Belong" Course: Designing for Inclusivity 33:30 The Importance of Asking Clients What They Need 37:50 AI as an Enabler for Deeper Human Connection 38:20 Future Plans for Education & Forest's Role in the Industry 39:50 Personal Growth & Ever-Evolving Identity 40:40 Examples of Thoughtful Event Design 41:30 Alex's Invitation: Slow Down, Reassess, and Listen 42:20 Conclusion & Excitement for the Future SOCIALS & IMPORTANT LINKS https://susanroutledge.com   / susan_routledge     / beautybusinessmatters   https://marketing.susanroutledge.com/... SPONSORS https://www.phorest.com/ https://share.hsforms.com/1Z3Q1VRM8TN... This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/