Culture Hacker

Don't just change your culture - hack it!

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Does your company’s language support the culture?

How language impacts culture

Have you ever noticed how your language changes depending upon who you spend a lot of your time with? Having lived in many different countries I am always astounded at how quickly my language changes.

Take a simple item like trainers (the UK name for running shoes); they become sneakers in the US, tackies in South Africa and runners in Australia. I remember visiting Australia for the first time and seeing a poster up in the gym shower area that read ‘please wear your thongs when showering’; you can imagine my puzzled expression as thongs in England are women’s skimpy underwear! Continue reading

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Customer retention comes from customer care

Customer retention is an outcome not a strategy

Customer retention is an outcome not a strategy

The word ‘retention’ must be one of the most overused and misunderstood in the fitness industry. We have Retention Managers and retention strategies, we even have retention software that carefully runs algorithms through member usage data to try and determine the member’s risk of leaving. All of these retention-focused activities have good intentions but I can’t help thinking that somewhere along the way they miss the point. Continue reading

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Culture Fit – when a fit culture gets flabby!

I love what I do! I have been fortunate to spend my whole career being in an industry I love. I have been in the fitness industry for over 20 years and have had the privilege to work on four different continents in executive roles for some of the biggest brands in the world.

I would like to share with you my personal story of how fitness went from a boom industry with the world at its feet, to being known for dubious sales practices, ripping off customers and treating its people poorly. Continue reading

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