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Remember the basics? We all forget them and often need a reminder! This fast paced session will remind you of successful customer service strategies guaranteed to boost your retention. You will receive practical examples of the strategies and a plan of how and when to use them. You will leave this session with a tool box of strategies that you can put into the place the very next day and see the benefits immediately.
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To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
“You Had Me at Hello”
Retention Strategies
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
You cannot improve customer retention.
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
But you have to get to that
point first.
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Some Suggestions To Get You There
• Make it an experience• One stop shop – education, products• Social interaction• Branded contacts – emails, phone, snail mail• Staff retention• Cleanliness• Service consistency• Names• Creating a tribe
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Let’s Put Some i2F.U.N. into exercise?
i Identify members who could potentially quit
i Interact with members as often as possible – and target
those we do not know
F Familiarity with your equipment & services
U Uniqueness for your club, members & Team
N Novelty – create a theme!
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Identify• To have the biggest impact, we need to identify those members who are most likely to quit soon. • We can then target our resources on those members.• There are systems on the market to do this so you can manage your team to:
– Identify the right members.– Promote the programs to these members.– Measure the impact of these interactions /
programs.
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Interact with members.
Members visit more often.
Members stay for longer.
Interaction
Model provided by:
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Interaction Research• Interacting just once a month increases the chance of visiting the following month by between 10% and 70%* compared to not being interacted with.
• Attending just once a week reduces the rate members cancel in the following month by between 1/3 and 1/2 * compared to attending less than once per week.
* Depending on the month of membership.
Data provided by:
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Let’s Put Some F.U.N. (back) into exercise?
F Familiarity with your equipment & services
U Uniqueness for your club, members & Team
N Novelty – create a theme
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
What is an exercise adherence program?
• Determine the target market for the program• Planning – don’t do too many• Make as much effort as a membership drive• Set the goals for the program
• Team buy in• Have them help design the program• Have them do the program 4 weeks prior• Make any changes/improvements
• Maintain the enthusiasm during the program• Follow up• Feedback from the members
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Sample Adherence Programs
• Tour de France• Olympics• Run for a Cause• Group Fitness Passport• Indoor Triathlon• Row The Thames River• Step the Empire State Building• Bike Bonanza• Group Fitness Passport• Lotto
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmtTo get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
To get a free copy of the notes go to www.slideshare.net/JTActiveMgmt
Justin TamsettB.Ed (Phys & Health Education)
Feel free to contact JT: [email protected] or 0438 015 677
Follow JT on Twitter: @JTActiveMgmt
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And for more information on Active Management helping your business go to: www.activemgmt.com.au
"What you leave behind is not what is engraved in stone monuments, but what is woven into the lives of others."
Pericles