Don't just change your culture - hack it!

Category: Uncategorized (Page 2 of 2)

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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