Member Lifecycle Journey: Managing the Member Experience

Club Automation

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November 7, 2019

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category

minute read

PUblished

November 7, 2019

Once you have attracted and converted your new member, it’s time to effectively manage their member experience. This includes experiences from managing a member profile, managing programs, managing your staff and other crucial processes that keep your club running smoothly.

There are dozens of ways members interact with your club that go beyond just walking through your doors. They set up payments for membership fees. They check class schedules and sign up for group exercise. They read email and text reminders about upcoming events and programs. They follow you on social media. They check-in at your front desk. They buy club-branded apparel. They time their visits to coincide with their favorite instructors and staff members. They recommend your club to friends and family.

The most important tool to support your club during the Manage stage is the customer relationship management (CRM) element of your club management solution.

Find the Right CRM

Save time and expedite processes and improve operational efficiencies with the right Customer Relationship Management tool. CRMs enable the processes you have to undertake when interacting with new and existing members.

Your CRM should be the single source of truth for your business, supporting the management of your entire facility. A great CRM will guide you through all five stages of the member lifecycle, but it is during the Manage stage that it becomes a vital platform for building your business. The purpose of a CRM is to drive revenue through process efficiencies, automations and data tracking. CRMs help manage critical components of your operations and alleviate frustrations allowing you to deliver an exceptional member experience.

The more you can leverage technology to build efficiencies in your gym, the more time you and your staff will have to engage and interact with your prospects and members. Club management solutions should help you manage critical components of your operations and alleviate frustrations allowing you to deliver an exceptional member experience.

Club Management Software Must-Haves

Front desk management: Your club management software should give you the power to manage facility access for members, member check-ins, member account notifications, point of sale functions and much more.  

Member management: Your member management solution should allow you to easily automate everyday tasks, build lists for email and SMS, manage contracts and documents under a client’s profile and centralize membership information.  

Scheduling: Your club should be able to create and organize all of your classes in one central location while managing advanced settings such as multi-day discounts and customized pricing with ease. Furthermore, your club management solution should allow you to fully manage staff schedules, track attendance and build advanced pricing/scheduling rules for your programs.

Online services: Your club should have a branded member portal through your club management solution to allow your members to manage their account information and register for club activities from anywhere.  

Full-Service  Billing: Most staff members are not professionally trained to handle billing, collections or payment related conversations, negatively impacting the success of those efforts and the relationships at your club. Let’s face it, billing interactions are a very common part of running a business, but what we see far too often are these interactions being managed by untrained staff members. This means that the staff members are not typically happy to have them resulting in uncomfortable interactions or a lack of effectiveness. We highly recommend adding trained resources to your staff or billing services from a company that is trained to have them. Adding full-service billing will protect the relationships your staff have with your members and ensure all billing related interactions are properly managed. 

Learn More About Our Member Management Solution

A member’s relationship with your fitness club contains multitudes and is ever-changing. To fully manage their experience at your club, you need a club management solution that is as nimble and multi-faceted as your members. With a club management solution taking over a lot of the work that fills your day, you’ll have time to focus on those intangibles that make the membership lifecycle journey at your club the world-class experience it is.

Ready to see how your club can master the Manage stage of the Member Lifecycle Journey with Club Automation? Book a demo today.

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Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

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A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

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A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

  • Just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection
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Into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

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