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Retention software


NEWS Health & Leisure


Operator develops software Connect bolts on to a club’s till system, updating nightly and reporting monthly


Aquaterra Leisure has developed a retention package called Connect – the only software system on the market developed solely by an operator. Connect bolts on to a club’s till


system and every night analyses information on members, giving each one a risk rating which appears on-


Two new products for TRP


The Retention People (TRP) has launched a system that analyses Net Promoter Scores (NPS) – a proven statistical model based on a survey of members, asking if they would recommend the club to their friends. The scores can be compared against a number of benchmarks, including other sectors, regions or clubs within the operator’s own group. Subscribers receive full training on the theory, product and ways to improve. The second product, Commit


2 Success, is a sales and retention programme based on a method used in drug and alcohol rehab. The member must sign a declaration of commitment to achieve a certain number of visits and the gym then tracks them remotely, contacting them to encourage them. It also has a smart online referral tool.


Retention Management has launched into Scandinavia. Björn Johansson, CEO of Fitness


Invest AB, has been appointed to manage sales in Sweden and Norway, with Balance Clubs and Life Clubs among the fi rst health club chains to sign up. “I am delighted to be working with Retention Management,” says Johansson. “After launching our service to the


UK in January 2008, we have been delighted by the response,” adds Retention Management UK’s managing


april 2011 © cybertrek 2011


screen when they swipe in. It can also display how many times a person has been interacted with, any information a club wishes to add, plus birthdays. The product also enables gym fl oor staff to log interactions, and it sends daily and monthly feedback and reports. Visit www.makingretentionsimple.co.uk


C Club 2.0 success


Technogym’s Club 2.0 is an add-on to the Wellness System. The ‘Aspiration Finder’ quizzes members on what they want to achieve, with programmes created automatically. Sites using Club 2.0 report positive results: customer satisfaction increased by 15 per cent at Sadus in Spain, while iClub San Marco in Italy saw 35 per cent more spontaneous visits.


Clarity partners with The Retention People


Clarity has joined The Retention People’s (TRP) Certifi ed Retention Partner Programme. The deal enables Clarity to share TRP’s latest retention research with its clients on a quarterly basis, as well as the option to offer educational workshops.


RETENTION MANAGEMENT UPDATE


director, Jon Nasta. “This is a natural progression for us and I am looking forward to the fresh opportunities these markets present.” The service was offi cially made


available in March, after a successful introduction to the Scandinavian fi tness industry at the MBM conference held in Gothenburg, Sweden, last year. In the UK, Retention Management has


been adopted by eight more LivingWell Clubs, while Oldham Community Leisure has also added further sites.


www.gladstonemrm.com 01491 201010


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