The Challenge
Adding genuine value to customers can be challenging and time consuming, as everyone has different expectations, wants and needs. If you can find a common pain point or problem that all of your customers share, you have the ability to support many of them all at once.
The Solution
Creating a focussed learning environment for operators, we talked about how, through genuine, authentic, and enjoyable customer experiences, the health and fitness industry can continue to offer the level of service and member support expected. We explored the possibility that the more engaged a member is, the more they have a sense of belonging to the organisation and the more they feel connected and comfortable, the longer they will remain a member (increasing up sale opportunities).
The Result
Gym Gear are incredibly driven to helping their clients create the best possible environments for their members. They teamed up with Excelsior to provide ‘Experience Days’ where operators received learning and development on how their teams might enhance their own member experiences.
The end result was to provide operators with the knowledge, skills and confidence to help staff become more effective at what they do, and in-turn enhancing the member experience.
“‘I’ve had the pleasure of both knowing and working with the Excelsior team for many years now. I find each and every one of their sessions insightful, engaging and fun to take part in.
The feedback from the day was exceptional and our customers have told us just how much they learned from the day and how much enjoyment they took with one telling us – ‘the presentation content was really useful, well thought out and delivery as usual was very engaging and inspiring. Again, it really reinforced the importance of further support with mentoring our upcoming and current instructors, culture and how this is essential to positive experiences and retention.
We look forward to continuing working with Excelsior.”
– CHRIS FINNIGAN, GYM GEAR, UK
