If customers are worth more, businesses can afford to spend more keeping them active,
which further increases their loyalty and value
MoveGB is working with many of the major chains like Fitness First, as well as many independent operators
Can you tell us a little more about your coaching division? We offer a proactive concierge service to our members to help keep them active. We also use a lot of smart technology like TRP to monitor our members and engage with them when motivation is needed. One of the problems the industry
suffers from is a bad reputation for service. We’re determined to create a culture and model that places us as one of the best customer service companies in the world. So we’ve studied and visited companies like Amazon, and believe we have something pretty special to offer. Our coaches are empowered to do
what they can to delight our members and have a weekly budget to spend to make sure it happens. We recently ordered a pizza to be delivered to a
June 2015 © Cybertrek 2015
member who we charged on the wrong date. The charge caused them to go
overdrawn....and hungry! Needless to say an angry customer suddenly turned into one of our greatest fans!
Have you done research on exercise adherence and the MoveGB formula? Yes, our model is based on the insight from over 15 million
member records and 10 years at TRP. Our current business performance shows that the average length of stay is almost twice the fitness industry average, but we are still not satisfied and are obsessive about improving this.
How would you describe your company culture? We’re a young, purpose driven company. We only recruit people who are genuinely passionate about the health and fitness industry, and in turn we offer them great benefits like unlimited annual leave, flexible hours, and a work environment with bean bags, free fruit and stand-up desks! We are currently on the look-out for
offi ces as we are expanding so fast, the team has almost tripled since I joined the team fi ve months ago.
Where do you see MoveGB’s position in the future of fitness? We face an inherent dilemma in the industry. We’re all driven to get ‘more people more active, more often’ but if everyone exercised for the recommended 5 x 30 minutes every week, then most health and fitness clubs would need to be five times bigger. We need to fix this if the industry is going to do more than just survive. By uniting traditional, low cost and
boutique operators, MoveGB offers a way to spread members evenly, keeping the customers active and growing the size of the market for all. But you can see why the market has
anchored fi tness to be worth such a low amount… because they don’t actually use the service! As an industry we should be as
powerful fi nancially and politically as the pharmaceutical industry. We have a far better product for most of the same ills, we just have to get people using it. ●
For more information, visit MoveGB’s operator website at:
www.webuyanymembership.com Phone: 0845 519 6626 Email:
partners@movegb.com
Read Health Club Management online at
healthclubmanagement.co.uk/digital 31
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 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100