Pulse’s SmartCentre allows member communication, interaction and feedback
“It’s popular with all ages, is a talking point between members, and gives instructors more reason to interact”
earn recognition rewards and milestone badges which they can share online – again enhancing the sense of community. “Preva Accounts is truly engaging
our members, encouraging them to try different workouts as well as building a sense of club,” says Paula Pocock, fi tness manager at Wellington Health and Fitness Club at Wellington College, UK, which saw more than 1,000 different workouts performed by 116 individual members in less than one month. “Members are logging on to each piece of kit to see their progress towards the weekly goal they’ve set. It’s popular with all ages, has been a talking point between members, and has given instructors more reason to interact with members in the gym.” Precor has also teamed up with TRP
to offer its retention system via Preva. Preva Retention works like Interact+ to help clubs have meaningful interactions with members identifi ed as being at risk of drop-out. Clubs can also measure and track members’ Net Promoter Score (NPS) – their likelihood of recommending their gym to a friend or colleague. “Member experience is at the
forefront of everything we do,” says Brooks. “As well as engaging members while they exercise, we want to help operators deliver a better member experience through meaningful interactions, which will ultimately improve their retention rates too.”
Pulse – SmartCentre
Mclub Spa and Fitness in Stoke, UK, opened in September 2011, installing Pulse Fitness equipment and its gym management software solution SmartCentre. As a former Esporta club with a high membership base, Mclub’s
April 2013 © Cybertrek 2013
first objective was to re-engage with the existing members, highlighting the key changes and improvements within the club and building the foundations for an ongoing, sociable fitness community. Pulse SmartCentre is a single software
solution for the entire fi tness suite operation, seamlessly connecting members, equipment and staff for improved effi ciency, retention and profi tability. For members, it makes the user experience more motivational and enjoyable through communication, interaction and feedback. Mclub proactively uses many of the
software’s functions to help create a fi tness community. These include: Reports Centre, sharing user statistics in competition format on leader boards and via social media sites; Messaging Centre, keeping members up-to-date with club news; Personalised Virtual Workout Plans, a bespoke digital workout designed to meet the member’s goals; and Two-Way Recognition, through which members can see a picture, name and job title of staff available, and staff can see which members are in the gym so they can easily approach them. “One of our primary goals was to
build a community, and to achieve this we needed a proactive approach to interaction with members,” says Richard Stonier, fi tness manager of Mclub. “SmartCentre has been at the centre
of this. We use the messaging system to send weekly newsletters, information on events and to encourage feedback. Staff use the data to know when to engage with members, offer workout reviews, further guidance, etc. You can see members are motivated by the instant feedback and in-club competitions.”●
CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE INCLUDING:
Manage processes to improve retention
Fully automated email and SMS
NPS SURVEY+
Collect customer feedback to fuel growth in your business
TRP’s software is an integral part of measuring and managing member retention. If you are serious about keeping people active then you can only demonstrate that seriousness by using software. Stuart Martin, Active Nation
How can we help you delight your customers?
www.theretentionpeople.com 0845 621 2001
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