FitnessBiz 2011 Measuring & improving your members experiences

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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).

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FitnessBiz 2011 Measuring & improving your members experiences

  1. 1. CFMwww.cfm.net
  2. 2. GROW
  3. 3. Your Business BY UNDERSTANDING MEASURING & IMPROVING Your Members ExperiencePresented by MICHAEL JORDAN
  4. 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. 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. 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. 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. 8. TANGIBLEEXPERIENCE
  9. 9. TANGIBLEEXPERIENCE
  10. 10. TANGIBLEEXPERIENCE
  11. 11. TANGIBLEEXPERIENCE
  12. 12. TANGIBLE
  13. 13. INTANGIBLEEXPERIENCE
  14. 14. INTANGIBLEEXPERIENCE
  15. 15. INTANGIBLEEXPERIENCE
  16. 16. INTANGIBLEEXPERIENCE
  17. 17. INTANGIBLEEXPERIENCE
  18. 18. INFORMATIVEEXPERIENCE
  19. 19. AFFILIATIONEXPERIENCE
  20. 20. CHECKLIST
  21. 21. PROCESS
  22. 22. CONSISTENT
  23. 23. CUSTOMERLOYALTY
  24. 24. …metric to know about the future of your business
  25. 25. NPSNETPROMOTER SCORE
  26. 26. THE NPS EQUATION0, 1, 2, 3, 4, 5, 6 7, 8… 9, 10 … % of promoter - % of detractors
  27. 27. WHY?
  28. 28. CLOSE LOOP
  29. 29. • SCOREBOARD
  30. 30. THE PROCESSMethod Incentive ContactAction Report Feedback
  31. 31. QUESTIONS1. NPS Question2. 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 did3. Would you like to be contacted?4. Thank you and how to collect incentive
  32. 32. MANAGEMENT
  33. 33. ACTION• Management• Staff• MembersSTAFF
  34. 34. MEMBERS
  35. 35. MATESRATES
  36. 36. “Your most unhappyare your greatest source
  37. 37. Actions For You To Take
  38. 38. “In business by giving your customers
  39. 39. THANKYOU FEEL FREE TO EMAIL ME. michael.jordan@cfm.net

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