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 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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Build 2010 you had me at hello retention strategies

  1. 1. “ You Had Me at Hello” Retention Strategies
  2. 2. <ul><li>You cannot improve customer retention. </li></ul>
  3. 3. <ul><li>But you have to get to that point first. </li></ul>
  4. 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. 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 & services U U niqueness for your club, members & Team N N ovelty – create a theme!
  6. 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. 7. Interaction Interact with members. Members visit more often. Members stay for longer. Model provided by:
  8. 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. 9. Let’s Put Some F.U.N. (back) into exercise? F F amiliarity with your equipment & services U U niqueness for your club, members & Team N N ovelty – create a theme
  10. 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. 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>
  12. 16. Justin Tamsett B.Ed (Phys & Health Education) Feel free to contact JT: [email_address] or 0438 015 677 Follow JT on Twitter: @JTActiveMgmt To read JT’s blog: Become an Active Management Fan on Facebook: And for more information on Active Management helping your business go to: &quot;What you leave behind is not what is engraved in stone monuments, but what is woven into the lives of others.&quot; Pericles