Clients, marketing and loyalty

Client list and client profiles

The Clients page is your customer list. There is no separate add-client form: the line builds the list. A client record is created when someone joins and agrees to texts, or when staff add them with a phone number. Repeat visits are matched by phone number and added to the same record.

Search by name, phone or email. Each client profile shows their visit history (date, service, team member and outcome), contact details, a photo, private staff notes (customers never see them), formula or service notes, birthday, tags, appointments, visit rhythm, loyalty and memberships. Clients get a reliability tier (high, medium, low or new) from their completed visits versus no-shows and cancellations.

Use tags such as "VIP" or "color client" to group clients and target them in email campaigns.

Client retention: who hasn't been back

The Retention page shows which customers are drifting away. Set the "lapsed after" window to match how often your customers usually return (the default is 30 days; barbers and nail salons often use 3 to 4 weeks, monthly services 5 to 6 weeks). The page shows total customers, lapsed customers, an "at risk" group close to the threshold, and average visits. Click any row to see that customer's visit history.

To win customers back, send an email campaign to lapsed clients from the Marketing page, and pair it with a flash sale for a time-limited reason to return. The window is set for the whole business, not per location.

Loyalty program (digital stamp card)

The Loyalty page sets up a digital stamp card, for example "10th visit free", with no app for customers to install.

1. Open Loyalty and choose a location.
2. Turn the program on and set the stamp goal (for example 10 stamps).
3. Describe the reward (for example "Free haircut" or "20% off your next visit").
4. Save. The program is live immediately.

Staff award a stamp from the customer's entry on the staff screen after the service (one per visit). Stamps are tied to the customer's phone number and are per location. When a customer reaches the goal, staff see a Redeem Reward button and the customer sees "Reward ready!" on their queue page. After redeeming, the count starts again.

Gift cards

The Gift Cards page lets you issue prepaid gift cards. Click Create gift card, set the balance, and optionally add a recipient name, phone, a note for your records, or an expiry date if your local laws require one. A code is generated automatically (or you can enter your own).

When a customer uses one, staff look up the code on the staff screen and apply it to the visit. Partial use leaves the remaining balance on the card, and each card keeps its redemption history. Cards have no expiry by default. To find a lost code, search the list by recipient name or part of the code. You can deactivate and reactivate a card.

Memberships (recurring plans)

Memberships are recurring plans with visits, a discount, or both, billed automatically through Stripe. Create a program on the Programs tab with a name, price, billing interval (monthly or yearly) and the perks. Then enroll customers on the Enrollments tab, or let them sign up from your public membership page through Stripe Checkout. Punch-card style programs with a fixed number of uses are also possible.

Staff see a customer's membership status when they check in, and apply the perks; perks such as discounts are confirmed by staff, not automatic. You can cancel an enrollment at the end of the period or right away. Membership payments go to your own connected Stripe account, so connect Stripe on the Payouts page first.

Service packages (prepaid bundles)

Packages are prepaid bundles of visits, for example 10 haircuts for a set price, redeemed one visit at a time. Click Create package and set the name, number of visits, price and an optional description. Customers can buy a package through Stripe Checkout.

Staff see how many visits are left on the customer's check-in card and tap Redeem after each service. When a package runs out it shows as exhausted. Making a package inactive stops new sales without affecting packages customers already bought.

Email campaigns to past clients (marketing blasts)

The Marketing page sends a one-time email campaign to past customers who left an email address. Campaigns are email only; this page does not send text messages.

1. Click New blast.
2. Write a subject and a message.
3. Set audience filters: visited in the last N days, lapsed, at least N loyalty stamps, birthday this month, a tag, and one location or all. Filters stack, so the audience gets narrower.
4. Preview the recipient count.
5. Send now, or schedule it for later.

Every email includes an unsubscribe link, and people with no email address are skipped. You can edit or delete a campaign until it starts sending.

Rebooking reminders

A rebooking reminder is an automatic text sent a set number of days after a visit (1 to 90 days), with a message you write, inviting the customer to come back. Set it up per location in Location settings on the Locations page, choosing how many days after the visit it goes out and what it says (for example a link to book or rejoin). It only goes to customers who opted in to texts. It's separate from the visit texts and from email campaigns on the Marketing page.

Texting note: NextUp's text messages are still being switched on, so rebooking texts may not be going out on your account yet.

Customer ratings and Google reviews

After a visit is marked done, the customer's page asks for a private 1 to 5 star rating and an optional comment, for 24 hours. Turn this on per location: open Location settings, scroll to Review settings, and turn on "Ask customers to rate their visit."

In the same panel, paste your Google review link (from your Google Business Profile, Ask for reviews; it starts with https://g.page/ or https://search.google.com/). Everyone who rates sees the link to your Google profile, not only happy customers. NextUp does not do review gating.

The Feedback page shows every rating and comment with the team member and services, the average and the star breakdown. Filter by location or stars. Ratings are private: nothing is published automatically.

Customer photos (spot customers in the waiting area)

When this is on, customers can add an optional photo of themselves after they join so your team can spot them in a busy waiting area. Turn it on in Location settings with "Let customers add a photo."

• The photo appears next to their row on the staff screen. Only staff at that location see it.
• It is never shown on the TV, the status page, the door tablet or to other customers.
• Photo location data is stripped when it's uploaded.
• It is deleted as soon as the visit is marked done or removed, and never kept longer than 24 hours.

Staff can remove a photo at any time without removing the customer from the line.