Driving Membership Sales &
Retention By Embracing Mobile
Technologies & Trends
Bryan K. O’Rourke
CEO Integerus | CEO FIT-C...
www.bryankorourke.com | @bryankorourke
Friday March 14, 2014 1:30 PM
Driving Membership Sales & Retention By Embracing
Mob...
4
@bryankorourke
50,000,000,000
Mobile Devices Connected To The Internet In 2020 #NEWERA
ABI Research 2013
5
@bryankorourke
100,000,000,000
Number Of Mobile Apps Downloaded Sometime In 2013 #NewEra
Many facilities still don’t hav...
PAYMENT, CHECK-IN, ENGAGEMENT6
@bryankorourke
7
“It’s about merging digital with
the brick and mortar store.”
@chuckrunyon
COMPETING IN THE FUTURE
8
WARNING
MOBILE STRATEGIES WILL NOT
CORRECT POOR CUSTOMER
EXPERIENCES
Presentation Take Aways
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.c...
10Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Its About The Custo...
11Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Sales
Its Not What ...
12Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
Retention
Is Custom...
13Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
“If you do not care...
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 15
Interconnected The...
16
Mobile Engagement & Service
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankor...
Are Clubs Adopting New Technologies ?
2014 US Health Club Technology Survey Report
14 Questions On Key Trends
Fitness Indu...
Mobile Device Trends
18Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.co...
Mobile Device Trends
20
31Percentage Of All Clubs
With Some Mobile App
The increasing number of smartphones with GPS
capab...
21
20Percentage Of Clubs That
Spend Money On
Mobile Ads
Mobile Search Trends
U.S. adults spend more time on mobile searchi...
22
97Percentage Of All Club
Facilities Have A
Facebook Page
Social Commerce Trends
Mobile commerce will reach $87 Billion ...
Social Commerce Trends
23
30Percentage Of All Clubs
Allow Online Memberships
A huge opportunity exists between what
most c...
24
10The Percentage of
Starbucks Transactions
With Mobile Devices
Mobile Payment Trends
Mobile commerce will reach $87 Bil...
25
39Percentage Of All Clubs
Providing Online Account
Access Today
Mobile Engagement & Service
61% of global consumers pre...
26
Mobile’s Long-Term Impact To
The Health Club Industry
Driving Membership Sales & Retention By Embracing Mobile Technolo...
27
QR Codes
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
28
MOBILE APPS
WEB SITE TRULY MOBILE ENABLED
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends ...
29
BE VERY CAREFUL WITH SMS
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorour...
30
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
MOBILE CONTENT
31
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
MOBILE SEARCH OPTI...
32
Mobile’s Near Term Impact To
The Health Club Industry
Driving Membership Sales & Retention By Embracing Mobile Technolo...
Health Club & Fitness Industry
Should Start Looking At
Opportunities Differently
Tech Trends 2014
34Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
35
Mobile Engagement & Service
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankor...
36
Digital Engagement
Augmented Reality
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www...
37
Wearables
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
38
In Club Experiences
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
39
What Should Club Operators Do ?
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.brya...
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 41
Interconnected The...
43
Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
What To Do
Culture...
bryankorourke.com | @bryankorourke | bryan@integerus.com
THANK YOU FOR ATTENDING
#IHRSA2014
Friday March 14, 2014 1:30 PM
...
Driving Sales & Service Using Mobile Technologies
Driving Sales & Service Using Mobile Technologies
Driving Sales & Service Using Mobile Technologies
Driving Sales & Service Using Mobile Technologies
Driving Sales & Service Using Mobile Technologies
Driving Sales & Service Using Mobile Technologies
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Driving Sales & Service Using Mobile Technologies

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At IHRSA 2014 Bryan O'Rourke presented this content about mobility trends and how clubs will revolutionize sales and service using mobile technologies.

Published in: Business

Transcript of "Driving Sales & Service Using Mobile Technologies"

  1. 1. Driving Membership Sales & Retention By Embracing Mobile Technologies & Trends Bryan K. O’Rourke CEO Integerus | CEO FIT-C | CSO Fitmarc www.bryankorourke.com @bryankorourke
  2. 2. www.bryankorourke.com | @bryankorourke Friday March 14, 2014 1:30 PM Driving Membership Sales & Retention By Embracing Mobile Technologies & Trends All Content Including Videos Can Be Found Here: www.bryankorourke.com 2
  3. 3. 3 @bryankorourke 7,000,000,000 Mobile Devices Connected To The Internet In 2013 #NEWERA ABI Research 2013
  4. 4. 4 @bryankorourke 50,000,000,000 Mobile Devices Connected To The Internet In 2020 #NEWERA ABI Research 2013
  5. 5. 5 @bryankorourke 100,000,000,000 Number Of Mobile Apps Downloaded Sometime In 2013 #NewEra Many facilities still don’t have effective apps ABI Research 2013
  6. 6. PAYMENT, CHECK-IN, ENGAGEMENT6 @bryankorourke
  7. 7. 7 “It’s about merging digital with the brick and mortar store.” @chuckrunyon COMPETING IN THE FUTURE
  8. 8. 8 WARNING MOBILE STRATEGIES WILL NOT CORRECT POOR CUSTOMER EXPERIENCES
  9. 9. Presentation Take Aways Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Rethinking Selling, Retaining & Models Mobile Marketing Trends Social Commerce Trends Mobile Payment Trends Engagement and Service via Mobile The Near Term and Long Term Impact What Should Club Owners & Operators Do 9
  10. 10. 10Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Its About The Customer
  11. 11. 11Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Sales Its Not What YOU Are Selling Its What People Are Buying
  12. 12. 12Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Retention Is Customer Experience
  13. 13. 13Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com “If you do not care about your end user immensely, especially in the next few years, your brand will die.”
  14. 14. 14See The GGFA Best Practices Video http://youtu.be/V2OiSUFPPN8bryankorourke.com
  15. 15. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 15 Interconnected Themes From The Future Of Health Clubs Rethinking Health Club Business Models Omni Channel Technology Platforms
  16. 16. 16 Mobile Engagement & Service Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com A New EcoSystem
  17. 17. Are Clubs Adopting New Technologies ? 2014 US Health Club Technology Survey Report 14 Questions On Key Trends Fitness Industry Technology Council 2014 | www.fittechcouncil.org 746 U.S. Clubs Surveyed Mobility & Other Trends Addressed FREE via bryan@integerus.com
  18. 18. Mobile Device Trends 18Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 60Percentage Of Clubs With Mobile Configured Web Sites According to comScore, in 2014 there will be more mobile Internet users than desktop users globally. 65% of US Adults now have a Smartphones and that number is growing fast. A recent FIT-C survey report showed U.S. health clubs are starting to react to mobile trends. 60 percentage of clubs now say their web sites are mobile compliant.
  19. 19. Mobile Device Trends 19 67Percentage Of Members Taking Devices With Them To Workout 35% of U.S. adults now own a tablet device and 75% of smartphone users take their devices with them into the bathroom. More than 60% of health club members now take devices with them to workout. Mobile Search What this means is that your prospects and members are interacting on the Internet by searching when they are out and about. They are also commenting about services and their experiences in your club. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  20. 20. Mobile Device Trends 20 31Percentage Of All Clubs With Some Mobile App The increasing number of smartphones with GPS capability will spur the growth of apps that make use of the technology, according to Frost & Sullivan. The market for location-based apps will also be fuelled by key technology trends of indoor connectivity, augmented reality, big data and wearable devices. Location Based Functionality: Built in GPS enables applications know where you are. This creates a long list of possibilities and the SOLOMO (social, local, mobile) trend which is recreating how businesses can identify and engage existing and new customers. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  21. 21. 21 20Percentage Of Clubs That Spend Money On Mobile Ads Mobile Search Trends U.S. adults spend more time on mobile searching today than they do on desktop browsing, according to eMarketer. The need to be available when that search occurs has a direct bearing on action and business. Its about convenience. 73% of mobile searches trigger additional action and conversation. Being mobile friendly increases the chance you can impact a decision to purchase a membership. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  22. 22. 22 97Percentage Of All Club Facilities Have A Facebook Page Social Commerce Trends Mobile commerce will reach $87 Billion in the U.S. by 2016 according to eMarketer. Social commerce will reach $30 Billion by 2015. Social media is a big driver of social commerce and is now the second most popular form of marketing for U.S. clubs. Social Commerce Defined: Social Commerce is the combination of social media and buying. It combines friends, groups, voting, comments, and discussions around consumer purchases both online and offline. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  23. 23. Social Commerce Trends 23 30Percentage Of All Clubs Allow Online Memberships A huge opportunity exists between what most clubs are offering in the way of high quality self service commerce and what consumers are expecting. A recent survey found that only 30% of U.S. clubs allowed prospects to join online. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 78% of consumers say posts made by brands they follow on platforms like Twitter and Facebook influence their purchases. 66% of those who shop online more than twice per week say that they would be more inclined to shop at a brick and mortar store if they offered mobile checkout ability.
  24. 24. 24 10The Percentage of Starbucks Transactions With Mobile Devices Mobile Payment Trends Mobile commerce will reach $87 Billion in the U.S. by 2016 according to eMarketer. Social commerce will reach $30 Billion by 2015. Starbucks continues to lead merchants in mobile commerce, raking in $1.3 billion in pre-paid cards during the fourth quarter While in the early stages, mobile payment solutions will enable more customized promotion, the ability to more easily transact business and consumer convenience. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  25. 25. 25 39Percentage Of All Clubs Providing Online Account Access Today Mobile Engagement & Service 61% of global consumers prefer to shop in an omni-channel, self-service and automated way according to Cisco’s Customer Experience Report. Clubs can differentiate themselves by delivering consistent and customizable customer experiences digitally. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Cisco’s IBSG study found that a majority of consumers have advanced beyond the capabilities of most retailers. Cisco’s Customer Experience Report found that consumers prefer more automated and personalized digital buying experiences.
  26. 26. 26 Mobile’s Long-Term Impact To The Health Club Industry Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  27. 27. 27 QR Codes Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  28. 28. 28 MOBILE APPS WEB SITE TRULY MOBILE ENABLED Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  29. 29. 29 BE VERY CAREFUL WITH SMS Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  30. 30. 30 Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com MOBILE CONTENT
  31. 31. 31 Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com MOBILE SEARCH OPTIMIZATION
  32. 32. 32 Mobile’s Near Term Impact To The Health Club Industry Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  33. 33. Health Club & Fitness Industry Should Start Looking At Opportunities Differently Tech Trends 2014
  34. 34. 34Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  35. 35. 35 Mobile Engagement & Service Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com A New EcoSystem
  36. 36. 36 Digital Engagement Augmented Reality Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  37. 37. 37 Wearables Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  38. 38. 38 In Club Experiences Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  39. 39. 39 What Should Club Operators Do ? Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  40. 40. 40 In The Near Term Club Owners Should at a Minimum Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com Mobilize Web Site Identify Mobile App Platform Secure Mobile Online Presence Content Is Mobile Friendly
  41. 41. Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com 41 Interconnected Themes From The Future Of Health Clubs Rethinking Health Club Business Models Omni Channel Platforms
  42. 42. Global Federation Meeting #IHRSA2014 | Bryankorourke.com 42 BRIDGE THE GAP HELPING YOU ACHIEVE YOUR OBJECTIVES WITH SPECIFIC TOOLS mobile technology plan Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com
  43. 43. 43 Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com What To Do Culture And Technology
  44. 44. 44 Mobile Engagement & Service Driving Membership Sales & Retention By Embracing Mobile Technology & Trends | www.bryankorourke.com A New EcoSystem
  45. 45. bryankorourke.com | @bryankorourke | bryan@integerus.com THANK YOU FOR ATTENDING #IHRSA2014 Friday March 14, 2014 1:30 PM Driving Membership Sales & Retention By Embracing Mobile Technologies & Trends 45 Feel Free To Contact Me With Questions

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