Retention Academy 2018: Helping operators improve the customer experience
We've had a lot of great feedback from our Retention Academies and it's clear the people who attend fall into one of two camps:
• Operators that are not quite firing on all cylinders, who truly want to figure out how to make changes to improve customer retention.
• Operators that haven't yet started and are gathering information on what they need to do to improve member retention.
If you're either of these you're the reason we created the Retention Academy!
We did it because there was no independent resource out there to teach the retention strategies you need to get to where you want to go, and offer support along the way. Sure, there were the usual jack-of-all-trades consultants selling you their 'guaranteed formula to improve retention overnight'. They will always be around, jumping from bandwagon to bandwagon, trying to make a quick buck.
Step-by-step insight
But at the Retention Academy, operators learn various ways of improving the customer experience, as well as proven strategies for actually retaining customers. We teach you how to keep customers engaged, make your staff more compelling and increase the value of every customer who signs up. Each stage and outcome is achieved through step-by-step guidance.
There are sessions on what to measure, identifying your ideal customers, designing your customer journey, on-boarding new members, understanding the role of staff and maximising visit frequency. We've also updated the content to include your digital communication strategy. A whole bunch of sessions will also help you plan and build your customer journey for new and experienced exercisers.
How does it work? Over a three-day period we meet in a conference room with six to ten tables. Each business has a table that can seat four to six people – your implementation team. At the end of the three days you will have a step-by-step plan to take back to your business and implement. It's a great way to get alignment from your staff and create momentum in your business. There are also opportunities to follow up with us about your implementation plan once the three days are over.
Now you may want time to think about this and that's fair enough, but we only hold one academy a year and the 2018 event will be held in July. So if you're serious about increasing your retention, reducing attrition and improving your customer experience, and want to save time and money avoiding approaches that don't actually work, get in touch and start really growing your membership – not by increased selling but by reducing the number of people who leave.
Paul & Lynne
www.retentionguru.co.uk