Fitness First has demonstrated groundbreaking vision in driving growth through a unique customer relationships initiative that has dramatically improved value for our members whilst strengthening our business.
Fitness First is a world-leading health and fitness brand but was caught in the “squeezed middle” of a highly competitive market polarised between budget and premium clubs.
Our objectives were to:
- Identify, acquire and retain our most valuable (Core) members
- Give our staff clear direction on how to provide better service to members
- Increase satisfaction for every member
By building strong customer relationships we could improve our bottom line and grow the business. Key to doing so was enhancing the ways our club staff interact with members, and giving members a greater sense of achievement.
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