All four Retention Conventions (2015-2018) all in one place


2015 Creating Customer Expereinces Speakers 

Rob Gregory

Rob has been working behind the scenes for years. He was Global Retention Director with Fitness First and consults to some of the largest health club operators in the world particularly around member experiences. He is going to talk about how data influences business decisions.

 

Dr Melvyn Hillsdon

Dr Melvyn Hillsdon a true pioneer in the field of health club member retention. Melvyn brought us statistical methods designed to accurately measure member behaviour. He then wrote these up into a series of articles called Winning the Retention Battle. He also co produced the 2008 Retention report for the FIA (UK Active). Melvyn spoke about the results produced by the research he completed for TRP 10,000.

 

Dr Paul Bedford

Dr Paul Bedford, international speaker and consultant and working with just 12 operators per year focussing solely on health club member retention. Paul is the author of the National Retention Reports 2013 (The White Report) and co produced 2008 Retention report for the FIA (UK Active), 1 million strong for IHRSA and The National Retention Reports for Australia and New Zealand.  In this session Paul discus the questions he uses with operators to develop and business specific retention strategy.

 

Guy Griffiths

Guy Griffiths works in the UK with operators helping them develop retention strategies for both public and private sector clients.

In this session Guy illustrates how he tackles retention and attrition for his clients.

 

2016 Digital and Data

Speakers 

Arron Williams

Arron Williams, former Special Projects lead at Life Fitness, who believes designing and driving stronger human connections into the fabric of health and fitness facilities helps turn members into profitable customers and employees into apostles. His diverse background as a personal trainer, coach, university lecturer, and facility and fitness product designer delivered a fun and thought provoking session that decodes the current exercise experience and then recodes it with added value to meet the needs of the customer and the business. 

In his session ‘the Ordinary vs the Extra Ordinary’,  Arron will explain what drives people to pay £25 for a single class - more than some gym chains charge for a month of membership.  He will also describe how boutique operators deliver their service and how they measure performance using non traditional metrics.

 

Dr. Niels Nagel

Germany’s Dr. Niels Nagel, who is head of the German Industry Federation for Health and Fitness.  Neil has been a consultant in the industry since 1998 and also works as a lecturer and research assistant at the German Sports University in Cologne.

Niels spoke about his research on health-oriented fitness training with the focus on attendance, compliance and adherence from a behavioural psychological perspective. He will also discus how developments in technology may assist with improved results in the near future.

 

Molly Kemmer

Molly Kemmer is thought leader with more than 20 years experience in the health and fitness industry. She is also a former Chair of IHRSA and only the third female to hold the position in 34 years. 

At the Retention Convention Molly spoke about structure protocols, on-boarding clients, prescribing programmes, tracking performance and delivering and measuring outcomes.  All of which enable consistent, replicable exercise prescription that build trust and deliver better results. She will also reviewed the development of new technology that automatically writes and updates exercise progression programmes.

 

Selda Gamzeli

Selda Gamzeli, from Turkey, was Jatomi Fitness’s Group Customer Experience Director for six countries - Poland, Turkey, Malaysia, Romania, Indonesia, Czech Republic.

Selda spoke about how she was responsible for providing strategic and technical direction for customer analytics, including defining KPIs and methodology, designing test-and-learn experiments, growing data sources and producing regular customer insights to answer key business questions.

 

Tiffeny Gould 

With extensive experience across the sector, including 10 years at SLM/Everyone Active where she was Digital Fitness Development and National Exercise Referral Manager.

At the convention, Tiffeny discussed the technical challenges of going digital - integrating new software, staff issues, training and end user engagement.  She explained how to achieve significant improvements in membership figures, adherence to programmes and demonstrations of long term behaviour change, and how to make projects financially sustainable with a flexible resource model. 

 

Dr. Melvyn Hillsdon

Dr. Melvyn Hillsdon, has consulted to the fitness industry for more than two decades. His research mainly involves understanding the relative contribution of personal, social and environmental determinants of physical activity. He has consulted to WHO (Europe) the Department of Health (UK) and many local authorities and NGOs. 

Melvyn delivered a session entitled ‘What’s the price of Silence’.  Alongside Dr. Paul Bedford, he challenged the rationale behind reducing the number of fitness staff in order to cut costs and discuss how good fitness staff can have a greater impact on retention and revenue than you think.  He showed operators how getting staff to engage in brief, simple interventions with members can double income.

 

Dr Paul Bedford

Dr. Paul Bedford, is an international speaker and author of the world’s largest retention study, With a master’s degree in exercise and health behaviours and a PhD that focused on retention in the gym environment, Dr. Bedford is one of the global fitness industry’s leading authorities on retention, attrition and member experience management, and develops bespoke retention strategies for operators right across the world.

Paul will be delivering a session that investigates how Big Data, Artiifical Intelligence and it aplication can be used to improved member retention. 

Paul's second session "So What" will review where technology and the member expereince can be intergated to enhance member loyalty, increase retention and reduce attrion.

 

2017 Staff Retention

Speakers 

Dave Stalker

Former ukactive CEO, Dave Stalker, who is now the CEO of Oxygen Freejumping, will open the conference, when ‘great minds meet in Manchester’ on 18 May to learn about the impact a happy workforce has on health club membership retention. He is also Chair of the CIMSPA and children’s physical activity company Fit For Sport. 

Dave kicked off the day outlining how each and every aspect of the industry has changed over the last 30 years and explain why failure is guaranteed without a solid retention strategy in place. 

 

Justin Tamsett 

From Australia, Justin Tamsett, a former health club owner, director of Active Management and well known business and leadership thought leader, shared the seven keys to building a winning team to ensure your ‘on field’ performances lead to retention growth.

 

Lexie Griffiths 

Global presenter, best-selling author and owner of the professional development programme Sizzle Maker, Lexie Griffiths will deliver a session entitled ‘Sizzling Customer Service - Engage and retain life long members by creating an outrageous customer service organisation’.

Lexie shared tips and strategies to help your brand create raving fans using proven methods from her own events and clubs she has coached to success, alongside best practises from within and outside of the industry.

 

Keith Smith 

Training and education specialist, Keith Smith, enjoyed a 14-year career as a tutor and assessor for YMCAFit before starting his own professional development company seven years ago

Most companies send their staff on training courses and then just assume the skills are embedded and will be delivered in the facility, with no thought to how that training sits in the customer experience journey the company is trying to achieve. Keith’s presentation explored how further coaching in the working environment can help you ensure an improved and consistent member experience.

 

Dr Paul Bedford 

This year Paul explained how to ask questions to uncover what really motivates our staff and members’ behaviour. These techniques can be used to assist in the hiring and appraising of staff as well as understanding the member’s reasons for joining and retaining their membership.

 

2018 Technology to Increase Retention 

Bryan O'Rouke 

Shai 

Melvyn

Mike Hills

Andy Brown

Dr Paul Bedford 

4 Retention Conventions for the price of one

Access the 2015, 2016, 2017 and 2018 Retention Convention videos here. I want to share with you a very limited-time and exclusive opportunity to have access to another 17 Retention Master Classes.   Before I tell you anymore about the Retention Master Classes, I need to be honest with you. Watching videos and the whole E-Learning thing is most certainly NOT for everyone. I’ll be honest, I still enjoy attending live events, asking presenters questions and networking with my peers. Hell these Retention Master Classes are the direct result of just that, the four Retention Conventions we have organized. But I also understand the cost of sending staff to attend events. The travel, accommodation and subsistence required just for one person to attend, let alone multiple staff. Then to have the content recalled in a less than accurate way, so you can’t take action anyway, sort of last in translation. If you’re interested in just dabbling in the world of customer retention, then this isn’t for you. As Melvyn pointed out in Retention Master Class one, there is no magic bullet. If you’re hopeful that there is some magic piece of technology that you can set loose in your club that will do all the work for you, then again this isn’t for you.  However, if you’re tired of getting involved in projects that seem to leave out key pieces for success, or you’re frustrated working with consultants that attend events like the Retention Convention, who seem more concerned with how long they can keep you on a monthly retainer than getting you results, or you’re plain fed-up with membership management systems that keep charging more and more to connect your systems, and worse yet, charge to maintain them… Well then the Retention Master Classes are for you. We’re going to give you access to 20 sessions that we recorded at the four Retention Conventions. This is going to give you hours of content, reams of ideas and tactics, that you can deploy in your business. Not only that, there is no travel cost, no subsistence required and certainly no hotel bills. This is content you can consume anywhere you have an internet connection. This is content you can stop, replay and review again and again. You can organize a team to review elements or whole sessions together working out how you might deploy the ideas and concepts in your business. You will also be able to probe that equipment or software sales person when they say “and improves retention”. Let’s take a look at what you are going to get. You are going to get access to four years worth of speakers, with many of the sessions edited down from 60 minute into four or more bite size chunks of 15 minutes so you can just watch the sections you want. Here is a detailed list of the speakers and their topics from each of the four Retention Conventions. 2015 Speakers Rob Gregory - Data is everything Rob has been working behind the scenes for years. He was Global Retention Director with Fitness First and consults to some of the largest health club operators in the world, particularly around member experiences. He talked about how data influences business decisions. Dr Melvyn Hillsdon – No Magic Bullet Dr Melvyn Hillsdon a true pioneer in the field of health club member retention. Melvyn brought us statistical methods designed to accurately measure member behaviour. He then wrote these up into a series of articles called Winning the Retention Battle. He also co produced the 2008 Retention report for the FIA (UK Active). In this session he talked about the TRP 10,000 study which he conducted and the results that were produced. Dr Paul Bedford – How do you know Dr Paul Bedforddiscussed the questions he uses with operators to develop and business specific retention strategy, and what you should be asking of your team in order to increase retention, reduce attrition and improve member loyalty. Guy Griffiths (Consultant) Process and strategy Guy Griffiths works in the UK with operators helping them develop retention strategies for both public and private sector clients and he described the processes and strategies he uses help his customers. Q&A session At the first event we were supposed to have five speakers, however one was unable to attend and so we rounded up the day with an informal Q&A session. 2016 speakers Arron Williams    Delivering delight - the Boutiques approach Arron Williams from the uk , former Special Projects lead at Life Fitness, who believes designing and driving stronger human connections into the fabric of health and fitness facilities, helps turn members into profitable customers and employees into apostles. His diverse background as a personal trainer, coach, university lecturer, and facility and fitness product designer, ensured a fun and thought provoking session that decoded the current exercise experience and then recoded it with added value to meet the needs of the customer and the business. Arron reviewed what’s going on within Boutique Health Clubs and what the rest of the industry can learn from that.  Dr. Niels Nagel - Attendance, Compliance and Adherence From Germany’s Dr. Niels Nagel, who is head of the German Industry Federation for Health and Fitness.  Neil has been a consultant in the industry since 1998 and also works as a lecturer and research assistant at the German Sports University in Cologne. Niels talked about his research on health-oriented fitness training with the focus on attendance, compliance and adherence from a behavioural psychological perspective. He also discused how developments in technology may assist with improved results in the near future. Dr Melvyn Hillsdon – What Price Silence In this session Melvyn describes the financial impact staff can have on member retention and how interactions between staff and customers leads to greater retention and reduced attrition. Selda Gamzeli - Multi Country Service planning Selda Gamzeli , from Turkey, was Jatomi Fitness’s Group Customer Experience Director for six countries - Poland, Turkey, Malaysia, Romania, Indonesia, Czech Republic, with the remit of creating and implementing member experience programs to reduce attrition, increase retention and support revenue growth.  Selda spoke about how she was responsible for providing strategic and technical direction for customer analytics, including defining KPIs and methodology, designing test-and-learn experiments, growing data sources and producing regular customer insights to answer key business questions. Tiffany Gould Digital Business With extensive experience across the sector, including 15 years at SLM/Everyone Active where she was Digital Fitness Development and National Exercise Referral Manager, Tiffany Gould supportsorganisations across areas such as health interventions, customer experience and programme delivery and digitally-led developments, including product integration and development. At the convention, Tiffany discussed the technical challenges of going digital - integrating new software, staff issues, training and end user engagement.  She explained how to achieve significant improvements in membership figures, adherence to programs and demonstrations of long-term behaviour change, and how to make projects financially sustainable with a flexible resource model.  Molly Kemmer – Member Engagement and Loyalty Former IHRSA chair person, Molly Kemmer discusses the importance of managing the member experience. Molly talked about structure protocols, on-boarding clients, prescribing programs, tracking performance and delivering and measuring outcomes, based on her experiences working as regional director for EXOS MediFit. Dr Paul Bedford - Big Data and Artificial Intelligence In this session Dr Paul Bedford discussed improvements in Big Data analysis and the impact Artificial Intelligence will have on the Health Club Industry in the next future. Dr Paul Bedford - So What In this session Dr Paul Bedford identified the evidence of 14 years of research on Health Club Member retention, what we know, what we don’t.   2017 speakers Dave Stalker – Everything is about Retention Former UK Active CEO, Dave Stalker, who is now the CEO of Oxygen Free jumping, opened the conference, with a session about the impact a happy workforce has on health club membership retention. Justin Tamsett – Culture (No dick heads) From Australia, Justin Tamsett, a former health club owner, director of Active Management and well known business and leadership thought leader, shared the seven keys to building a winning team to ensure your ‘on field’ performances lead to retention growth during his session; ‘Building Retention Starts Off The Field’. Culture Contagious Consistent Communicate Connect Commitment Care Keith Smith – From Content to context Keith Smith, enjoyed a 14-year career at YMCAFit, before starting his own professional development company, specialising in the skills and behaviours fitness professionals require to enhance the customer experience. Keith spoke about How to get a Return on Your Education Investment, explaining the importance of making education stick with further coaching back at site. Lexi Griffiths (Consultant and Customer Service expert) Lexie delivered a session entitled ‘Sizzling Customer Service – ‘Engage and retain lifelong members by creating an outrageous customer service organisation’. Dr Paul Bedford – Understanding Motivation in self and others This year Paul explained how to ask questions to uncover what really motivates your staff and members behaviour. Then demonstrated how these techniques can be used to assist in the hiring and appraising of staff, as well as understanding themember’s reasons for joining and retaining their membership. 2018 Speakers Bryan K O’Rourke – New Business Landscape Bryan talked about new business models and how technology will change the business landscape for the operators. Shai Neiger - Apps and Artificial Intelligence Shai spoke about the use of Artificial Intelligence within mobile applications and explained how Chatbotts can be used to enhance and automate communications during the on boarding process. Mike Hills, TRP. Creating Raving Fans of Your Business Mike discussed how technology can be used as a method to enhance the customer experience via the use of the Net Promoter Score. Andy Brown – Apps and application In Andy’s short session he demonstrated how software developers are using the information presented at various retention conventions to guide software and app development. Melvyn Hillsdon – Does your retention technology actually work? Melvyn Hillsdon, discussed whether their retention efforts are paying off.  He explained the methodology behind research clubs can carry out themselves to test and check their retention projects. Dr Paul Bedford - Persuasive technology Paul clarified the difference between products, service and software that have persuasive characteristics and those that don't and how to harness them to improve retention, reduce attrition and improve customer loyalty.  So that's all of those sessions for you to watch again and again. Now we didn't want to get involved with Black Friday and all the madness that comes with that event. So we have held off for a couple of weeks. Remember, everyone you’ve met in this Retention Master Class series works for, or consult’s with health club owners just like you. The only difference between them and you, they had to work it out for themselves through trial and error. They didn't have a resource like this to provide them with tactics to help build their retention strategy. It’s time for you to take action, Paul  Retention Guru Ltd P.S. I understand if the Retention Master class series isn’t for you. It’s not for everyone. Even if it isn’t, don’t miss the Retention Master class series that will ensure you and your team are better equipped for the retention path you choose. We made it to ensure that you’ve got what you need to succeed, even if you don’t work directly with our team at Retention Guru.    

$95.00 USD