FitnessBiz 2011 Measuring & improving your members experiences

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In todays industry with increased competition we need to consider more then customer service. We need to consider the entire customer experience that we offer our members. Through this 50 minute presentation Michael will explain the 4 ELEMENTS of the Customer Experience - Tangible Needs, Informational Needs, Intangible Needs, Affiliation Needs – and give examples and tips on how fitness clubs can enhance its members experience and accurately gauge what effect it is currently having and will have on the business through Net Promoter Scores (NPS).

Business Technologie

Your Business
BY UNDERSTANDING
MEASURING &
IMPROVING
Your Members Experience

Presented by MICHAEL JORDAN

THE 4 LEARNING OBJECTIVES

 1 Understanding the 4 elements of the
Member Experience

2 Establishing standards, guidelines,
procedures for the member experience

3 Measuring the experience
(Net Promoter Score)

4 How to take action and improve the
experience

…metric to know about the future of
your business

THE NPS
EQUATION

0, 1, 2, 3, 4, 5, 6 7, 8… 9, 10
…
% of promoter - % of detractors

THE PROCESS
Method Incentive Contact

Action Report Feedback

QUESTIONS
1. NPS Question
2. Feedback Questions
If they scored 9,10 What would they
tell their friends
If they scored 7,8 What would the club
need to improve to score a 9,10
If they score 0-6 Why they gave the
score they did
3. Would you like to be contacted?
4. Thank you and how to collect incentive

ACTION
• Management
• Staff
• Members

STAFF

“Your most unhappy

are your greatest source

THANKYOU
FEEL FREE TO EMAIL ME.

michael.jordan@cfm.net

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FitnessBiz 2011 Measuring & improving your members experiences

1. CFM www.cfm.net

2. GROW

3. Your Business BY UNDERSTANDING MEASURING & IMPROVING Your Members Experience Presented by MICHAEL JORDAN

4. THE 4 LEARNING OBJECTIVES  1 Understanding the 4 elements of the Member Experience 2 Establishing standards, guidelines, procedures for the member experience 3 Measuring the experience (Net Promoter Score) 4 How to take action and improve the experience

5. THE 4 LEARNING OBJECTIVES 1 Understanding the 4 elements of the Member Experience  2 Establishing standards, guidelines, procedures for the member experience 3 Measuring the experience (Net Promoter Score) 4 How to take action and improve the experience

6. THE 4 LEARNING OBJECTIVES 1 Understanding the 4 elements of the Member Experience 2 Establishing standards, guidelines, procedures for the member experience  3 Measuring the experience (Net Promoter Score) 4 How to take action and improve the experience

7. THE 4 LEARNING OBJECTIVES 1 Understanding the 4 elements of the Member Experience 2 Establishing standards, guidelines, procedures for the member experience 3 Measuring the experience (Net Promoter Score)  4 How to take action and improve the experience

8. TANGIBLE EXPERIENCE

9. TANGIBLE EXPERIENCE

10. TANGIBLE EXPERIENCE

11. TANGIBLE EXPERIENCE

12. TANGIBLE

13. INTANGIBLE EXPERIENCE

14. INTANGIBLE EXPERIENCE

15. INTANGIBLE EXPERIENCE

16. INTANGIBLE EXPERIENCE

17. INTANGIBLE EXPERIENCE

18. INFORMATIVE EXPERIENCE

19. AFFILIATION EXPERIENCE

20.

21.

22. CHECKLIST

23. PROCESS

24. CONSISTENT

25.

26. CUSTOMER LOYALTY

27.

28.

29.

30.

31. …metric to know about the future of your business

32. NPS NET PROMOTER SCORE

33. THE NPS EQUATION 0, 1, 2, 3, 4, 5, 6 7, 8… 9, 10 … % of promoter - % of detractors

34. WHY?

35.

36. CLOSE LOOP

37. • SCOREBOARD

38.

39. THE PROCESS Method Incentive Contact Action Report Feedback

40. QUESTIONS 1. NPS Question 2. Feedback Questions If they scored 9,10 What would they tell their friends If they scored 7,8 What would the club need to improve to score a 9,10 If they score 0-6 Why they gave the score they did 3. Would you like to be contacted? 4. Thank you and how to collect incentive

41.

42. MANAGEMENT

43. ACTION • Management • Staff • Members STAFF

44. MEMBERS

45.

46.

47.

48.

49. MATES RATES

50. “Your most unhappy are your greatest source

51.

52. Actions For You To Take