Category Archives: Member retention

Creating Memorable Customer Experiences

Posted on by
Reply
Ezypay Feb theme

Creating Memorable Customer Experiences

Thanks to everyone who made a comment on our 31 Day Cash Flow Challenge that we ran in January.  We also had the pleasure of having guest blogs from Justin Tamsett from Active Management, Rohen Burton from Fit n Fast, Rowan Brown from Recovery Partners, Heather Stone from You’ve Been Promoted.  Thanks for sharing your tips with everyone.

February is the month of love so we are going to be talking about ‘Creating Memorable Customer Experiences’.  Awesome customer experiences generate raving fans and raving fans create revenue in your business. Follow our blog and Facebook for lots of interesting articles, videos and stories about Creating Memorable Customer Experiences. This month we are planning to take advantage of the leap day on 29 February and will be having a Creating Memorable Customer Experience web event.

If you would like to win a cool orange prize make your way over to our Facebook page and enter the competition.  You can win an orange watch, an orange drink bottle or an orange plate.  We are also over at LinkedIn if you prefer to hang out there.

The Australian and New Zealand Fitness Industry Survey will be closing soon but is still open for members to respond.  This year so far 12,810 members across Australia and New Zealand have responded to the survey and some interesting results are emerging. If you would like to receive the full report, then help us by sending the link to your members.

Fitness clubs miss Facebook opportunities

Posted on by
Reply
Ezypay's fitness survey provides clubs with valuable social media information

Fitness clubs miss Facebook opportunites

The Australian & New Zealand Fitness Industry Survey run by Ezypay, is the go to place for fitness club member’s thoughts feelings and perceptions.  It is now 5 years old and is the largest of its kind in the world.

This year so far over 12,500 members across Australia and New Zealand have responded to the survey.  Some interesting results are emerging.

The survey has found that 73% of respondents had an active Facebook account.  However 51% of all respondents did NOT know their club had a Facebook page.  That is one out of every two members do not know about your club’s Facebook page.  This means that many fitness clubs are missing the opportunity to connect with members on Facebook.

The survey also found that 39% of members found the phone calls from their club annoying because they weren’t relevant or in their preferred communication channel.  Making an outbound call to a member costs a lot more than connecting with them on Facebook.  Hubspot.com recently reported for people with Facebook accounts 1 out of every 8 minutes on the internet is spent on Facebook.  What are you doing in your club to use this free marketing tool to connect with your members?

The survey is still open for members to respond to until the end of January 2012.  If you would like to receive the full report, then help us by sending the link to your members.  For more information contact Simon Hall, Marketing Manager, Ezypay simon.hall@ezypay.com.au.

About Ezypay
Ezypay is an outsourced direct debit service provider dedicated to offering a payment collection system that assists businesses in the regulation of their cash flow and revenue without the hassle of managing members’ bills.
With close links to the fitness industry Ezypay offer small to medium growth business of all types an easy online payment collection options at www.ezypay.com.au.

Motivational calls from fitness clubs annoy members

Posted on by
1

 

Ezypay fitness survey show members calls are annoying
Fitness members annoyed by so called motivational calls

The Australian & New Zealand Fitness Industry Survey run by Ezypay , is the go-to place for fitness club member’s thoughts feelings and perceptions.  It is now 5 years old and is the largest of its kind in the world.

This year so far 11,537 members across Australia and New Zealand have responded to the survey.  Some interesting results are emerging.

Traditionally we have been told that it will create a great membership experience or increase retention for members to receive a call from their club.  The Australian & New Zealand Fitness Industry Survey has found that 39% of members who responded find these motivational calls annoying.  That is 4 out of the 10 members would rather not be called by their club.  Does this mean that you can’t contact them at all?  No – instead you need to contact them in the way that they want to be contacted, about stuff that is relevant to them.

The survey has confirmed the importance of what many club owners and managers have long told their staff.  Fifty-six percent (56%) of respondents stated a personal greeting at the front desk when they arrive was a factor in keeping their membership.  The highest influencer for the long term commitment was location, and the second highest influencer in maintaining a membership was professional staff.  You can’t always change your location but you can work on the professionalism of your team.  So whether your members stay or go may come down to something as simple as a personal greeting from your reception staff.

The survey is still open for members to respond to until the end of January 2012.  If you would like to receive the full report, then help us by sending the link to your members.  For more information contact Simon Hall, Marketing Manager, Ezypay simon.hall@ezypay.com.au.

Thanks to our survey sponsors, who without their support we would not be able to run the survey.

With close links to the fitness industry Ezypay offer small to medium growth business of all types an easy online payment collection options at www.ezypay.com.au

Online members – more engaged or less?

Posted on by
2

One of our clients Fit n Fast has received a lot of industry and media interest in the way that they are signing up members.  That is using Ezypay’s online application (the direct debit gateway) which they have embedded on their website and their facebook fan page. 

Fit n Fast Penrith

Fancy a quickie in Penrith?

A question that was raised by Justin Tamsett, of Active Management, was really very interesting.  He wondered what the long term retention stats would be for members that had signed up via online.  On one hand you might argue that they will be more engaged because they know exactly what they want.  They haven’t had to go through a sales presentation to sign up.  On the other hand you could argue that because the barrier to entry has been so low (they may have signed up in their lounge room) then their commitment to attending the club will also be low. 

 I was thinking about doing a short and long term study of their retention rates to finally answer  the question.  If anyone has any insights or opinions on this issue I would really like to hear them.