Customer Services, Sales & Retention

Covers high-level reasons behind retention focus, stats and actions that improve retention. This course is for anyone, and everyone working in fitness or leisure, it provides an understanding of the subject, and encourages staff purpose.

• Key Information
  • Brief history of the industry, sales vs retention and lessons from other sectors
  • Why does retention matter to me, and how do I affect retention rates?
  • Member journey concepts
  • Retention roles and examples

Forms an in-depth understanding of member retention, how to identify members that need help, the actions that will boost their motivation at the right time. Aimed at any staff involved with members; instructors, coaches, PTs, Group X etc.

• Key Information
  • Segmentation, different member types, journeys, focus and risk factors
  • Onboarding new members, inductions, non-gym members and progression
  • Keeping active members active, progress, classes, challenges and comms
  • Absentees and leavers, recognising, contacting, learning and saving

Building a strategy, defining retention processes, gathering more useful member data, getting more feedback, member messaging, and measuring retention. Aimed at management, or anyone who wants to go beyond the core.

• Key Information
  • People – staff and member motivation, understanding complex journeys, segmentation and designing challenges.
  • Processes – multi-channel, blending physical and digital interactions,
  • Communications, designing different journeys to cater for all members
  • Data/Measurement – report on retention initiatives in the short and long term, and understand the financial impact