How member feedback helps to improve retention – directly & indirectly

Customer feedback is becoming more of a focus for every business and in every industry. The annual survey is so last year, and while Net Promoter Score is still relevant, the score itself is losing value compared to the comments and feedback that customers are supplying through survey tools and also through social media channels.

The feedback itself should be reason enough to seek out member interaction, but there are a bunch of additional benefits that we’ll explore through this series of posts.

GDPR: one year later – have you filtered out the negative vibes?

It’s one year since the General Data Protection Regulation came into being, and the world doesn’t feel very different from a communication point of view. In the fitness industry, clubs are communicating less with members, and Net Promoter Scores have increased, as many detractors will have opted out of communications.

If you made the mistake of asking your members to opt-in, you may have created a culture of only listening to positive feedback. You’ll likely only be asking your ‘raving fans’ what they think, and getting a false NPS boost.

Positive feedback is fine;

mywellness - challenges for June 2019

Members of the GGFit mywellness Challenge Club received this content earlier this week. If you would like regular challenge ideas, a 12-month planner template and example, plus lots of other free content, sign up at ggfit.com/challenge.

Burnie Summers

Burnie (calorie) challenges are always popular; they appeal to a lot of members, and educate too - showing members how many calories they burn on their average workout…

Data Capture and Follow-up need more improvement - Proinsight Benchmark Report 2019

It’s great to read Proinsight’s latest benchmark report… always eagerly anticipated, and packed full of insights that help us to understand how we can improve sales and retention in the fitness industry.

to get your copy of the report, click here

This year, Proinsight have partnered with our friends at MyCustomerLens; a great introduction at Elevate 2018, even if I do say so myself. This cooperation allows for even more critical feedback analysis.

The scores make interesting reading, but like mystery shopping reports, it’s what’s written between the lines that is most relevant for operators.

The first key takeaway is on the face 2 face score (62%),

Making a Success of Your Business - the Role of Technology (Elevate Seminar)

Here's a clip of Guy's 10 minute presentation from the Elevate Conference on 8th May 2019.

How to make technology a success in the fitness industry
1. Start with WHY (proof and evidence that tech can engage staff and members)

Places Locker App (powered by Technogym mywellness cloud) increases visit frequency by over 50%

Study of over 2.4 million visits across a six month period evidence the power of digital solutions

Places Leisure launched the Places Locker app in 2017 – created in partnership with Technogym and powered by mywellness cloud with the mission of creating active places and healthy people with a focus on improved engagement within their 96 centres with gyms.

The Places Locker app allows member to track gym activity, follow guided exercises and designed workouts, track outdoor activity using apps and wearables such as MapMyFitness, Strava, Polar, FitBit, access and book class bookings and access fitness challenges. The members also benefit from a more personalised service from instructors since the insight allows instructors to interact meaningfully and relevantly with each customer.

mywellness - challenges for May 2019

Members of the GGFit mywellness Challenge Club received this content earlier this week. If you would like regular challenge ideas, a 12-month planner template and example, plus lots of other free content, sign up at ggfit.com/challenge.

We’ve got a couple of challenge suggestions for you in May. One is from the calendar and is a stock ‘appeals to all members’ team challenge which will get your instructors really working hard, competing and having fun, and the other is a more specialist, but quick event-based challenge.

We usually only suggest one main challenge a month, and recommend you keep your challenges simple. But this is the challenge club, and we want to give you ideas to try out and feedback on, so we’re throwing caution to the wind! Chronologically the specialist challenge comes first, so if it’s not for you, skip down to the team challenge.

Fourth Elevate Arena Event will be biggest and best

Elevate is the UK’s largest physical activity trade show. Despite only being in it’s fourth year, it is now the go-to event for the UK Fitness Industry. Held at the Excel in London on 8-9 May, the show combines a thought leaders conference, packed seminar streams, exhibition, and great networking opportunities.

There will be over 300 inspirational and expert speakers at the conference, and the exhibition boasts more than 350 exhibitors with 1000+ products. Click the link below to get your free tickets.

Here are the seminar sessions we’re looking forward to the most:

LetsMove - what's next? Ideas for your April Challenge

LetsMove 2019 has been the most successful Technogym Global Challenge to date. Keep up the momentum at your club with one of these follow-up challenges:

Quick Option: 

Easter Burnie

Type – Calories burned
Winners – Everyone who…

This is a quick challenge that you can run to boost your member’s activity over the Easter period. It’s a great follow-up to LetsMove as anyone can enter and everyone should be able to complete it.

LetsMove 2019 Review - Member Engagement key to successful challenge

Let’s Move 2019 has been another massive success for Technogym clubs all over the world. The annual global challenge has become a movement in the fight against inactivity, which now reaches out beyond the club walls.
We’ve interviewed the top 10 UK clubs; read on to learn how they did so well, and to find out how you should be celebrating, and what kind of challenges to do next.

Lets Move For A Better World works like this… Clubs participate by getting their members to pledge to donate their MOVEs to the cause. Each club has a leaderboard of members, there’s also a leaderboard of all the clubs in your country, and finally, a country leaderboard. Technogym provide equipment to winning clubs, which is then donated to a local school or charity. But for most, it’s a fun, way to engage more with members, guests, and the local community, and to promote activity.