Starting Customer Conversations – Don’t Be A Bull In A China Shop!
How and how not to start rapport building conversations with your members on the gym floor....
The Association Between Club Hassles and Uplifts and Member Loyalty as Measured by Net Promoter Score®
This whitepaper answers the following questions: Does a member's Net Promoter Score® predict their length of stay? How does the number of hassles and uplifts experienced by a member affect their likeliness of being a positive club Promoter or negative club Detractor? Which specific uplifts and hassles have the greatest impact on NPS®?...
What is Net Promoter Score® (NPS®) and How Do I Measure It?
A brief explanation of the Net Promoter Score® (NPS®) concept and how to use it to measure customer loyalty in your business....
ActiveNewham Have Stopped Accepting Cash Payments at Their Leisure Centres
Informed by customer feedback collected through Insight, activeNewham have made significant investments to replace traditional cash based reception desks with user-friendly kiosks, contactless payment technology and members of staff acting as club concierges...