Ingredients to create the ultimate member journey

Wednesday 17th June 14:00 - 14:40

A look at the ideal member journey from Recruitment & Induction of members 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.


Jon Nasta, Founder at Retention Solutions Ltd