What will we learn?
A look at the ideal member journey from Recruitment & Induction through to key touch points through the membership.

Sharing what we have found to work over the last twelve years of working in this area in clubs around the world. Without an Understanding of Your Touchpoints, You Cannot Improve Customer Experience.

It’s no secret that the ways customers interact and gather information about your company is changing. Businesses, buyers or consumers demand more and get it from more places than ever. Even so, many companies don’t have a clear picture of all the ways they touch their customers, much less the ways that others do so on their behalf. Yet touchpoints are the front line when it comes to delivering customer experience.

We compare the gym users’ journey to the four stages of learning people go through when they are going through a process to change their behaviour, we all go through this in many aspects of our life and education.
If you are not aware these stages are -

To map out the user journey successfully we need to look at the positioning of what we call touchpoints with the user at each stage of the journey.
A touch point is any time your brand touches the psyche of the member, prospective member or ex member.

For every touchpoint we create we need to be clear on the message given to the user and how that impacts on the next stage of their user journey. We leave the students with a model of the perfect member journey that they will be able to implement in their own club/departments.

Jon Nasta has helped over 2000 health clubs retain over 4 million members adding over £1.2 billion to revenues.