We talk about brand identity so much these days that sometimes we forget that our customers have an identity, too. Serving health club members well means making a commitment to customer service beyond the on-boarding phase. You need to nurture the entire member life cycle journey.
The changing expectations and increasing demands of today’s consumers complicate that task. Your members want personalization, multiple programming options, and mobile-friendly customer service. And they want more responsive communications with the businesses they interact with, not just health clubs.
This puts a heavy burden on your customer management platform. Because there are so many moving parts to customer service and so many channels to manage, you need to have comprehensive and sophisticated automated systems for communications, work flow, and operational tasks. Marketing, sales, on-boarding, scheduling, billing—it all has to be integrated and accessible, both to staff and members.