What’s New and What’s Next at Mindbody, from CEO Fritz Lanman

In the past 12 months, I’ve had the privilege to meet so many of you and get your feedback. I’ve heard loud and clear that there are a few top priorities for how Mindbody can make your business more successful. First, you need a stable platform that’s reliable and fast. Second, you want efficient customer service that keeps your team moving. And third, you want easy, automated tools to help you earn more revenue and bring in more new clients.

In response to your input, we’ve expanded our R&D budget and brought in top product and tech leaders from companies like DoorDash, Microsoft, and Palantir. We’re committed to building the most robust platform on the market and adding revenue-generating features to grow your business.

To keep you up to date on our progress, we’re launching an ongoing series called Mindbody NextUP. These touchpoints will focus on new developments and help you take advantage of key platform features. 

Investing in your peace of mind

Our software hasn’t been reliable enough in the past, but we’ve made some big strides in stability. Already this year, we've reduced the number of outages by 80% and our global uptime is exceeding 99.9%, on par with leading SaaS companies like Square and Dropbox. For too long, this industry has been underserved by us and our competition. Going forward, we’re raising the bar.

You've also told us it’s been hard to get support when you have an issue. We’ve worked to reduce customer service phone response times by 70% and email response times by 50%. And we’re rolling out a new AI-powered chatbot to supplement our global round-the-clock support team of 300+ associates, to get you what you need, faster.

Building delightful experiences

You want higher quality booking options for you and your clients that work seamlessly across devices. So we’ve modernized our web widgets with new, sleek designs that can be embedded directly onto your site through major providers like Squarespace, Wix, or WordPress. And we've upgraded our Branded Mobile App experience with improved location search, accessibility updates, and more.

Growing your business

Our vision goes beyond just building great software. We want Mindbody to be a "zero cost" platform or better for all customers—a platform that sends you more checks than invoices.

So how is that possible?

We haven’t done a good enough job explaining how customers can take advantage of Mindbody’s unique audience. We have the largest global pool of wellness shoppers on the Mindbody app and no other app in the App Store comes close to the same scale. Plus, we’ve added tools such as Promoted Intro Offers to help you convert more of those shoppers into direct clients. In fact, our top customers completely offset their software costs with recurring revenue from clients who discovered them on the Mindbody app. We’re investing in this asset—exclusive to Mindbody customers—as a way for you to promote your brand without the cost and risk of other advertising platforms.

It’s hard to get funding for your business, so we’ve made it easier. You can view a fully customized offer right in your software and get the money fast, without needing a bank application or credit check. We’ve already advanced over $46M to brands like yours.*

*currently available in the US only.

Because Mindbody serves more businesses and consumers than any other wellness platform, we can gather more data on the industry than any other company. We process well over 500M booking transactions each year, giving us insight into trends and behaviors. AI and ML (machine learning) translate that data into advantages for you. For example, we’re launching tools to help you identify clients who are likely to churn, or identify which prospects have the highest potential to become your biggest spenders.

These growth levers are paying off: our average new customer is now generating 36% more revenue within the first 6 months of working with Mindbody. We will obsess over growing this number so that you can scale your business and have an even more positive impact on the world.

Thank you for sharing your feedback, and I look forward to engaging with more of you soon—especially to support you in growing your business with best-in-class software.

 
—Fritz