31st Annual International Convention
& Trade Show

March 14-17, 2012 | Los Angeles | L.A. Convention Center | Register

CUSTOMER SERVICE & RETENTION

Schedule-at-a-Glance


WEDNESDAY, MARCH 14

9:00am-10:30am

    Create the Member Experience You WANT to Achieve the Financial Success You NEED
    Travis Wood, Vice President of Operations, Sky Fitness & Wellbeing

11:00am-12:00pm

    Relationships, Results, Retention & Referrals
    Michael McDonald, Provincial Director of Fitness Services & Member Experience, World Health / International Fitness Holdings Inc., CANADA

4:00pm-5:00pm

    Improve Retention . . . It Begins on Day One of Their Membership
    Cary Wing, Ed.D., Medical Fitness Industry Consultant


THURSDAY, MARCH 15

7:00am-8:00am

    Retention Strategies Networking Roundtable
    Moderated by Shawn Stewart, Operations Manager, Gainesville Health & Fitness Center
    (Pre-Registration Required; Limited Seating)

10:00am-11:00am

    Customer Service Success: Making Members Feel Special
    Patricia Kirk, MS, Exercise Science and Cardiac Rehabilitation, Regional Manager and Director of Training & Development for Commercial Clubs, Club One, Inc.

2:00pm-3:30pm

    Going Beyond Service With a Smile
    Christine Thalwitz, Director of Communications & Service, ACAC Fitness & Wellness Centers

    Member Retention: Engaging Members for Life
    Thomas Kulp, CEO, Universal Athletic Club
    (Educational Tutorial - Pre-Registration Required in January; Limited Seating)


FRIDAY, MARCH 16

7:00am-8:00am

    Customer Service Initiatives Networking Roundtable
    Moderated by Lisa Gorsline, President & General Manager, Corpus Christi Athletic Club
    (Pre-Registration Required; Limited Seating)

10:00am-11:00am

    Ask the Industry Leader: Achieving Victory Over the Retention Battle
    Panel Discussion Moderated by Jarod Cogswell, General Manager, ClubSport Oregon

2:00pm-3:30pm

    Health Club Hospitality – The New Service Standard
    Brent Darden, MS, Owner & General Manager, TELOS Fitness Center

    Building a Five-Star, Customer-Focused Team
    Theresa Amaya, Director of Human Resources, St. Regis Monarch Beach Resort


SATURDAY, MARCH 17

8:30am-9:30am

    Define & Manage Expectations for Service Excellence
    Karen Woodard-Chavez, President, Premium Performance Training

    Facebook, Twitter & Foursquare: Building Member Loyalty with Social Media
    Steve Groves, Vice President, Technology, and CIO, GoodLife Fitness Clubs, CANADA
    Amanda Vogel, MA Human Kinetics, Owner, Active Voice, CANADA
    Sponsored by Intel Corporation

10:00am-11:00am

    Serve, Retain & Profit with Secondary Sales
    Paul Brown, President, Face2Face Retention Systems, AUSTRALIA