This page contains a Flash digital edition of a book.
Clubs can harness the power of technology, giving members the option to access ‘wellness on the go’


by the challenge,” says Peter Clark, corporate health and fitness manager at Sheffield International Venues. “It has helped build emotional engagement with the centre and helped members embrace the fact that intelligent technology can help them measure results and stay motivated.”


The Retention People – Customer Experience Management


The Retention People’s (TRP) suite of Customer Experience Management software is used to deliver improvements in retention, participation and customer service, and facilitates


‘community’ by turning customers into a powerful sales force for their club.


April 2013 © Cybertrek 2013 TRP’s Digital+ allows operators


to develop closer relationships with members when they are not in the club, either online via their club Facebook and Twitter feeds, or via automated personalised emails and texts based on attendance and bookings activity. “However, no operator can really


claim to build an effective community of members unless they are confident their club feels like a great place to be – somewhere members want to keep coming back to,” says Justin Mendleton, sales director at TRP. TRP’s Interact+ module encourages this by signposting staff to members who are most at risk of not returning. Interactions with these members can be measured to understand what types of interaction,


and which staff, deliver the most increases in visit frequency. Active Nation, a campaigning


charity that manages 16 facilities in the UK, uses TRP software to help foster a sense of community among its members. Active Nation initially implemented Interact+ at one centre in January 2011 before adding four sites in Southampton and then, having driven interactions that were proven to increase visits and retention, rolling it out across all fitness sites during 2012. Around 75 per cent of all interactions


within Active Nation’s sites have been shown to be effective, resulting in a repeat member visit within the following seven days. The charity has also seen a year-on-year increase in


Read Health Club Management online at healthclubmanagement.co.uk/digital 55


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