RE-ENGAGE WITH YOUR ABSENT MEMBERS USING:
Manage processes to improve retention
Fully automated email and SMS
NPS SURVEY+
Collect customer feedback to fuel growth in your business
Staying in regular contact with ex-members could see them return in future When members stop attending your
than reminding them why they left. Ask about current exercise goals and habits, perhaps use the Net Promoter question (how likely they are to recommend your club), and include an open question for comments and feedback. You will get some interesting
comments, possibly even some spiteful ones (these are ex-members after all), and occasionally some ‘unsubscribe’ requests. Focus on the positives: if there’s anything you can change, then do so; respond to positive comments; and track the vouchers or offers redeemed.
Face your fears The complete member journey should run from beginning to end, and if possible beyond. To run a successful club, you need to face your fears and contact absent and ex-members.
July 2013 © Cybertrek 2013
club, do something about it; some may go on to actually leave because of your actions, but you’ll get many more re- engaged and coming back. And when some of your members
do leave, don’t ignore them: learn from them, turn them back into prospects if you can, and try to get them back when the time is right. ●
Guy Griffiths works for GG Fit, an independent consultancy that helps clubs improve member retention by working with staff, systems and processes. His new book, Stick Around, is available from all good bookshops and online retailers. Web:
www.ggfit.com Twitter: @ggfit
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
45
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94