We’ve been talking a lot about selling experiences recently.
As competition intensifies for people’s reducing disposable income, we’re seeing a slow rise in attrition from clubs.
Price increases are needed to meet rising operational costs, including increasing minimum wage.
Most readers will know that reducing service is a false economy – we need to maintain or increase customer service to retain more members.
Understanding, experiencing, and measuring your key customer touch points is critical for all stakeholders in your business. It’s no longer enough for gym staff to be the ones who know about inductions, group exercise instructors to understand what goes on in a class, or for the body composition device to be the domain of the exercise referral team.
