FitnessBiz 2011 Measuring & improving your members experiences
54
www.cfm.net CFM
-
date post
19-Oct-2014 -
Category
Business
-
view
1.075 -
download
1
description
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).
Transcript of FitnessBiz 2011 Measuring & improving your members experiences
www.cfm.net
CFM
GROW
IMPROVING &
BY UNDERSTANDING
MEASURING
Your Business
Your Members Experience
Presented by MICHAEL JORDAN
THE 4 LEARNING OBJECTIVES
3
2
1 Understanding the 4 elements of the
Member Experience
Measuring the experience
(Net Promoter Score)
Establishing standards, guidelines,
procedures for the member experience
4 How to take action and improve the
experience
THE 4 LEARNING OBJECTIVES
3
2
1 Understanding the 4 elements of the
Member Experience
Measuring the experience
(Net Promoter Score)
Establishing standards, guidelines,
procedures for the member experience
4 How to take action and improve the
experience
THE 4 LEARNING OBJECTIVES
3
2
1 Understanding the 4 elements of the
Member Experience
Measuring the experience
(Net Promoter Score)
Establishing standards, guidelines,
procedures for the member experience
4 How to take action and improve the
experience
THE 4 LEARNING OBJECTIVES
3
2
1 Understanding the 4 elements of the
Member Experience
Measuring the experience
(Net Promoter Score)
Establishing standards, guidelines,
procedures for the member experience
4 How to take action and improve the
experience
EXPERIENCE TANGIBLE
EXPERIENCE TANGIBLE
EXPERIENCE TANGIBLE
EXPERIENCE TANGIBLE
TANGIBLE
INTANGIBLE EXPERIENCE
INTANGIBLE EXPERIENCE
INTANGIBLE EXPERIENCE
INTANGIBLE EXPERIENCE
INTANGIBLE EXPERIENCE
INFORMATIVE EXPERIENCE
AFFILIATION EXPERIENCE
CHECKLIST
PROCESS
CONSISTENT
CUSTOMER
LOYALTY
…metric to know about the future of
your business
SCORE NET PROMOTER
NPS
EQUATION THE NPS
9, 0, 1, 2, 3, 4, 5, 6
…
7, 8… 10
% of promoter - % of detractors
WHY?
CLOSE
LOOP
• SCOREBOARD
Method Incentive Contact
Feedback Report Action
THE PROCESS
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
MANAGEMENT
ACTION
• Management
• Staff
• Members
STAFF
MEMBERS
MATES RATES
“Your most unhappy
are your greatest source
Actions For You To Take
“In business
by giving your customers
