More Member Feedback - Cancellation feedback 4/5

Feedback from cancelling members can be the most powerful information that an organisation can get their hands on. Don’t be like a couple of clubs we know that don’t ask for leaver feedback because it will all be negative, and don’t ignore the negative reviews. You are missing out on all the information that you need to improve your business. 

We are not talking about leave reason here (moving away, anyone?) but genuine user comments about what has led them to choose to cancel. A phone call (if you have the resource) is great from a customer service perspective, and absolutely the best way to try to turn around a cancellation request, but the anonymous (or not) survey where an ex-member or leaver can leave some constructive comments will garner lots more honest opinion.

More Member Feedback - First appointment feedback 3/5

A great place to start collecting member feedback is the first appointment of a new member. Asking what they think or feel after this visit shows you care and gets the new member in the habit of giving feedback. If the first appointment is with an instructor (induction, class, etc) then the instructor should tell the member that they’ll be getting a feedback request and should fill it in. This will boost open, click, and completion rates.

Learnings from new member feedback

Another Amazing Active Uprising in Manchester - 2019

For the second year, the leaders, trailblazers, and influencers in the fitness industry gathered in Manchester for Active Uprising. This is ukactive’s annual conference, bringing together powerful keynotes from inspirational thought leaders, along with business and leadership sessions, ActiveLab, and an awards dinner.

Huw Edwards, acting CEO of ukactive opened with news of the new MoU with Sport England to accelerate the movement towards getting more people more active more often. There are 5 focus areas; digital, inclusion, campaigns (in coordination with providers), infrastructure (public & private), and workforce.

Jack Connors then introduced the 2019 ActiveLab cohort,

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.