Customer Experience

Sweat the Small Stuff: Crafting Seamless Omni-Channel Experiences for Fitness Members

Creating an omni-channel experience in fitness can make all the difference for your members. From increased satisfaction to enhanced loyalty and reduced churn, building an effective blend of in-person and digital touchpoints both meets current member expectations and sets up your business for long-term success. But what does this look like in practice? It’s one thing to recognize the increasing impact of omnichannel approaches — it’s another endeavor entirely to deliver experiences that resonate with members. Miss the mark, and your efforts may have the opposite effect. In this piece, we’ll explore the impact of well-crafted omni-channel experiences, offer actionable insight for technology integration, and speak to the critical role of the human touch in omni-channel efforts. That’s our warm-up done — let’s hit the heavy lifting. Webinar Live and on-demand webinars Strategies to Captivate Your Most Valuable Customers Watch Now More than 70 million Americans are members of fitness facilities. This represents 23.7% of the population ages six and older, and these numbers have seen steady growth over the past few years. The top challenge for fitness organizations? Retention.  Data from the Health and Fitness Association shows that 33% of members quit in the first 12 months. While companies may recoup at least some of this lost revenue through year-long plans or fees for early cancellation, they lose out on the continuous revenue streams tied to loyal customers that return year after year. In part, these retention issues are tied to how members interact with fitness facilities. Gone are […]