customer experience

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June 3, 2014
Customers Front and Center

Customers, Front and Center

By: Hope Osborn Creating Customer Experience vs. Selling Customer Service The fitness club market is overwhelmed with selection for the fitness-minded, from the abundance of health clubs to the variety of services. Clients have their pick of hours, locations, types of classes and equipment, cost, and availability of […]
October 31, 2013
Gym Member Loyalty

Managing for Member Loyalty

By: Blair McHaneyVP Strategic Initiatives- Medallia The fitness industry was an early adopter of retention tactics.  Most added no value for the customer and were designed specifically to make cancellation difficult.  More recently, our industry is adopting new tactics to extend a membership or to influence renewal.  This […]