Matthew Doctor on customer retention
From Hear from Regis Corporation CEO, Matthew Doctor and CFO, Kersten Zupfer Live at ICR Conference · · IPO Edge
“We are really focused on customer retention, stylist hours worked, and shifting our marketing to drive traffic. Everything that doesn't run to those two things—customer retention and stylist productivity—we're putting aside to focus our efforts.”
On , Matthew Doctor, President, Chief Executive Officer & Director at REGIS CORP/MN, spoke about customer retention during Hear from Regis Corporation CEO, Matthew Doctor and CFO, Kersten Zupfer Live at ICR Conference on IPO Edge.
About Matthew Doctor
Matthew Doctor, President and CEO of Regis Corporation, spoke at the 2023 ICR Conference about the company's transition from an operator of salons to a fully franchised business model. Doctor stated that he was brought in to lead this shift, describing the company as having "an incredible platform." He noted that after losing $70 million in 2021, the company broke even internally in 2022 by streamlining general and administrative costs, focusing on the balance sheet, and selling proprietary technology. Doctor emphasized that the company's brands offer price points of $20 to $25, which he said makes them attractive during economic downturns. Doctor outlined the company's priorities as retaining and recruiting stylists, shifting customer marketing to improve retention, and rolling out a new technology platform. He said that key performance indicators include customer retention and stylist hours worked per day, and that efforts not related to these metrics are being set aside. Doctor described the company culture as "resilient" and "passionate," and expressed optimism about executing on the strategy in the year ahead, stating that 2022 was a year of stabilization and that the company is at the "beginning stage" of its path forward.