The Challenge
As the fitness industry diversifies its offerings via multiple price points, operators are required to differentiate on more than simply their facilities and services. This means organisations are having to come up with new ways to keep their offering both fresh and current, while being front and centre in their customers minds.
The Solution
To be appealing to new customers, while retaining existing ones, operators are finding ways to increase their perceived value, so they can be unique. One way to do this is to deliver a customer experience like no other. For this to be possible customer facing teams have to be empathetic, engaging and enlightening, truly understanding the person in front of them.
The Result
Lifestyle Fitness recognises that to improve customer interactions there must be a performance culture in place, where their teams are both challenged and supported through a developmental process. This is why they brought Excelsior in to deliver two sessions, at their 2019 company conference. The first session was titled ‘Defining your customer experience’ whilst the second, task based session was, ‘Establishing your customer experience’. The aim was to enable the learners to think differently around how they define and deliver their customer experiences.
We reached out to Excelsior on the recommendation of our partners UK Active. Once we described our challenge to Chris, he and the team created 90 minutes of enlightening and engaging content that stimulated great discussions around our own customer experience. The feedback from the attendees has been exceptional, as they found the presentation pitched in their language and at their level. We believe the sessions delivered helped move our teams forward in their thinking and their behaviours, enhancing our customer experience. This is why, we now look forward to working with Excelsior again in the near future.
— ANNA MCCORMICK,
ASSISTANT MARKETING & COMMUNICATIONS MANAGER
