Member retention success: Understanding surveys and feedback loops

 

How can you use surveys and customer feedback to attract new members to your club and, more importantly, make sure they stay? In this blog I’m going to share with you some invaluable tools that you can use to gain important information about your customers. I’m also going to tell you what you can do with that data in order to create member retention success. 

A robust methodology

If you want feedback from your customers, always think about why you're actually asking them questions. What is it you're trying to understand by getting feedback from your members? Who are you wanting to hear from and who is actually responding when you send out a survey? For feedback to make a difference to your business, you need a robust methodology.

Think about the timeline of them being a customer before you survey them. Are you going to ask them for feedback on day five, day ten, day 90? Or maybe your goal is to get to know what’s going on with your customers at different...

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Managing member behaviour as you transition back into gym life

managing members Jun 03, 2020
 

What’s the best way to build confidence amongst members when it comes to reopening the doors of your club? How can you communicate rules relating to Covid-19 and ensure they are followed by all?

There's an increasing amount of speculation and information about the process of reopening gyms, but very little so far to do with training staff on how to cope and deal with reopening when it comes to the actual member experience.

 

Visual prompts to guide members

One of the things to be aware of, is that we often take our cues from visual prompts. When we see a red traffic light, we know it’s a signal to stop, but the traffic light doesn't actually stop us. It's just a signal.

When it comes to reopening gyms, we can use visual prompts to help our customers behave the way we need them to behave at this time.

Visual prompts need to be both before, during, and after their visit. Adam Zeittsiff's team at Gold's in the US are preparing to open some of their clubs and have...

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