Why is Customer Engagement So Important?
30% of members fail to visit their club in each of their first 3 months of membership
Compared to not making a visit in a given month, making at least one visit reduces the risk of cancelling in the next month by 20%
Compared to members who say they are always spoken to by reception staff, members who are never spoken to cancel at a rate 2.8 times higher, equating to an extra 21 cancelled memberships each month for every 1,000 members
58% of members report being highly motivated by the social aspect of attending the gym
For each factor that members report they have made progress on, the risk of cancelling during the 7 months after answering the question reduces by 10%
Compared to members who did not make a friend, those who did were 40% less likely to cancel their membership
Almost 9 in 10 members say they value fitness staff speaking to them
Where a negative club experience is present, receiving two channels of communication is shown to overcome the detrimental effect on the chances of being a Promoter
Check out the CEA blog to discover our tips for delivering exceptional member experiences which create raving fans of your business. A quick and easy read, these snappy little posts are bursting with great ideas to implement in your club!
Industry-leading research into the relationship between member behaviour, characteristics and club experience and loyalty for you to learn from and apply in your club. Available to download completely free of charge!
Take Part in Our Survey and Help Educate the Industry!
As part of our launch of the CEA, we are running a member engagement in health and fitness survey to find out how operators are interacting with their customers in 2018 and what we as an industry can learn from this. We would love to hear from you, and in return will give you pre-release access to the findings before we share them with the world!