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Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
Build 2010 you had me at hello retention strategies
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Build 2010 you had me at hello retention strategies

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Remember the basics? We all forget them and often need a reminder! This fast paced session will remind you of successful customer service strategies guaranteed to boost your retention. You will …

Remember the basics? We all forget them and often need a reminder! This fast paced session will remind you of successful customer service strategies guaranteed to boost your retention. You will receive practical examples of the strategies and a plan of how and when to use them. You will leave this session with a tool box of strategies that you can put into the place the very next day and see the benefits immediately.

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  • 1. “ You Had Me at Hello” Retention Strategies
  • 2. <ul><li>You cannot improve customer retention. </li></ul>
  • 3. <ul><li>But you have to get to that point first. </li></ul>
  • 4. Some Suggestions To Get You There <ul><li>Make it an experience </li></ul><ul><li>One stop shop – education, products </li></ul><ul><li>Social interaction </li></ul><ul><li>Branded contacts – emails, phone, snail mail </li></ul><ul><li>Staff retention </li></ul><ul><li>Cleanliness </li></ul><ul><li>Service consistency </li></ul><ul><li>Names </li></ul><ul><li>Creating a tribe </li></ul>
  • 5. Let’s Put Some i2F.U.N. into exercise? i I dentify members who could potentially quit i I nteract with members as often as possible – and target those we do not know F F amiliarity with your equipment &amp; services U U niqueness for your club, members &amp; Team N N ovelty – create a theme!
  • 6. Identify <ul><li>To have the biggest impact, we need to identify those members who are most likely to quit soon. </li></ul><ul><li>We can then target our resources on those members. </li></ul><ul><li>There are systems on the market to do this so you can manage your team to: </li></ul><ul><ul><li>Identify the right members. </li></ul></ul><ul><ul><li>Promote the programs to these members. </li></ul></ul><ul><ul><li>Measure the impact of these interactions / programs. </li></ul></ul>
  • 7. Interaction Interact with members. Members visit more often. Members stay for longer. Model provided by:
  • 8. Interaction Research <ul><li>Interacting just once a month increases the chance of visiting the following month by between 10% and 70%* compared to not being interacted with. </li></ul><ul><li>Attending just once a week reduces the rate members cancel in the following month by between 1/3 and 1/2 * compared to attending less than once per week. </li></ul><ul><li>* Depending on the month of membership. </li></ul><ul><li> Data provided by: </li></ul>
  • 9. Let’s Put Some F.U.N. (back) into exercise? F F amiliarity with your equipment &amp; services U U niqueness for your club, members &amp; Team N N ovelty – create a theme
  • 10. What is an exercise adherence program? <ul><li>Determine the target market for the program </li></ul><ul><li>Planning – don’t do too many </li></ul><ul><ul><li>Make as much effort as a membership drive </li></ul></ul><ul><ul><li>Set the goals for the program </li></ul></ul><ul><li>Team buy in </li></ul><ul><ul><li>Have them help design the program </li></ul></ul><ul><ul><li>Have them do the program 4 weeks prior </li></ul></ul><ul><ul><li>Make any changes/improvements </li></ul></ul><ul><li>Maintain the enthusiasm during the program </li></ul><ul><li>Follow up </li></ul><ul><li>Feedback from the members </li></ul>
  • 11. Sample Adherence Programs <ul><li>Tour de France </li></ul><ul><li>Olympics </li></ul><ul><li>Run for a Cause </li></ul><ul><li>Group Fitness Passport </li></ul><ul><li>Indoor Triathlon </li></ul><ul><li>Row The Thames River </li></ul><ul><li>Step the Empire State Building </li></ul><ul><li>Bike Bonanza </li></ul><ul><li>Group Fitness Passport </li></ul><ul><li>Lotto </li></ul>
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  • 16. Justin Tamsett B.Ed (Phys &amp; Health Education) Feel free to contact JT: [email_address] or 0438 015 677 Follow JT on Twitter: @JTActiveMgmt To read JT’s blog: www.justintamsett.com Become an Active Management Fan on Facebook: www.facebook.com/activemanagement And for more information on Active Management helping your business go to: www.activemgmt.com.au &amp;quot;What you leave behind is not what is engraved in stone monuments, but what is woven into the lives of others.&amp;quot; Pericles

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