In todays industry with increased competition we need to consider more then customer service. We need to consider the entire customer experience that we offer our members. Through this 50 minute presentation Michael will explain the 4 ELEMENTS of the Customer Experience - Tangible Needs, Informational Needs, Intangible Needs, Affiliation Needs – and give examples and tips on how fitness clubs can enhance its members experience and accurately gauge what effect it is currently having and will have on the business through Net Promoter Scores (NPS).

1. CFM
www.cfm.net

2. GROW

3. Your Business
BY UNDERSTANDING
MEASURING &
IMPROVING
Your Members Experience
Presented by MICHAEL JORDAN

4. THE 4 LEARNING OBJECTIVES
 1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

5. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
 2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

6. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
 3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

7. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
 4 How to take action and improve the
experience

8. TANGIBLE
EXPERIENCE

9. TANGIBLE
EXPERIENCE

10. TANGIBLE
EXPERIENCE

11. TANGIBLE
EXPERIENCE

12. TANGIBLE

13. INTANGIBLE
EXPERIENCE

14. INTANGIBLE
EXPERIENCE

15. INTANGIBLE
EXPERIENCE

16. INTANGIBLE
EXPERIENCE

17. INTANGIBLE
EXPERIENCE

18. INFORMATIVE
EXPERIENCE

19. AFFILIATION
EXPERIENCE

22. CHECKLIST

23. PROCESS

24. CONSISTENT

26. CUSTOMER
LOYALTY

31. …metric to know about the future of
your business

32. NPS
NET
PROMOTER SCORE

33. THE NPS
EQUATION
0, 1, 2, 3, 4, 5, 6 7, 8… 9, 10
…
% of promoter - % of detractors

34. WHY?

36. CLOSE
LOOP

37. • SCOREBOARD

39. THE PROCESS
Method Incentive Contact
Action Report Feedback

40. QUESTIONS
1. NPS Question
2. Feedback Questions
If they scored 9,10 What would they
tell their friends
If they scored 7,8 What would the club
need to improve to score a 9,10
If they score 0-6 Why they gave the
score they did
3. Would you like to be contacted?
4. Thank you and how to collect incentive

42. MANAGEMENT

43. ACTION
• Management
• Staff
• Members
STAFF

44. MEMBERS

49. MATES
RATES

50. “Your most unhappy
are your greatest source

52. Actions For You To Take

53. “In business
by giving your customers

54. THANKYOU
FEEL FREE TO EMAIL ME.
michael.jordan@cfm.net