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Customers, Front and Center

By: Hope Osborn Creating Customer Experience vs. Selling Customer Service The fitness club market is overwhelmed with selection for the fitness-minded, from the abundance of health clubs to the variety of services. Clients have their pick of hours, locations, types of classes and equipment, cost, and availability of experienced trainers in just about any gym… Continue reading Customers, Front and Center

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Managing for Member Loyalty

By: Blair McHaney VP Strategic Initiatives- Medallia The fitness industry was an early adopter of retention tactics.  Most added no value for the customer and were designed specifically to make cancellation difficult.  More recently, our industry is adopting new tactics to extend a membership or to influence renewal.  This view can be short sighted, requiring… Continue reading Managing for Member Loyalty