Member Retention Facilities Strategy & Finance

11 Best Practice Guidelines to Increase Customer Retention

In a competitive market, being able to predict and maintain recurring revenue is critical. Retaining your members and clients may now form the lifeblood to your business’ bottom line.

2023 Global Report Reflects Optimism for Fitness Industry’s Future
Many of the largest companies posted solid results in 2022 and the first half of 2023, fueling optimism about the trajectory of the health and fitness industry. Get a glimpse into the 2023 IHRSA Global Report, available now.
Creating a Coaching Culture
Changing the gym’s identity from a convenient space to exercise to one that creates a valuable connection with members changed everything for a multi-chain Anytime Fitness operator.
Step One in the Health Club Member Journey: Your Website
While social channels and other digital marketing matters, your website is likely the first place prospective health club members encounter your brand and experience. Make it count.

Research Reports & Publications

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Bring Back Your Health Club & Gym Members
Scott Gillespie, founder & president of Saco Sport & Fitness, addresses a few key methods to speak to your former members. To learn more, join Scott at IHRSA 2023 for his session, Bring Back Your Former Members.
12 Best Practice Guidelines on Running Medical Fitness Programs
Medical fitness programs can be a great way to help your community and bring in new members. Review these best practice guidelines to help ensure your programs are successful.
10 Best Practices on Using Customer Reviews to Improve Your Club
Learning what your members think about your club or studio—and making positive changes based on their feedback—can help you improve the customer experience and increase satisfaction rates.
- Member Retention
- Research
5 Industry Reports Highlight What’s Hot in Fitness Trends Now
Here are five research reports showing how different fitness industry groups rank exercise activities and trends for 2022.
13 Best Practices to Enhance Your Club’s Customer Experience
The benefits of delivering a great customer experience include loyal, satisfied customers, better word-of-mouth marketing, positive reviews, and recommendations.
Talks & Takes: Retaining Your Team, Human Connection, & More
This month’s episode discusses hot topics surrounding the fitness industry including retaining good team members, what Americans look for in a new gym, and more.

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How member segmentation can help you send the most impactful message at the right time using the right message.

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Data from the largest syndicated health and wellness tracker provides information on what factors people look for before joining a gym or studio.

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We examine the four types of fitness consumers in McKinsey & Company’s recent report, Sweating for the Fitness Consumer, to provide club operators the opportunity to reassess and strengthen their programming to fit the needs of their members as they evolve.

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As more Americans receive the COVID-19 vaccine, there are several matters health club operators will need to consider. We looked at insights and perspectives from legal experts to help answer your questions around vaccine policies for members and visitors.

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Fitness centers in many areas are beginning to wonder when they can start to allow members to exercise without face coverings. Considerations vary depending on a number of factors, but a few key metrics can help inform the case for easing mask restrictions for gym members.

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“Each quality interaction increases the likelihood of usage, return, and retention—especially early on,” advises Sheldon McBee, personal training director at Universal Fitness in Lancaster, PA.

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Working with corporate partners offers a range of benefits for operators, sponsors, and members.

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Of all the skills that you need to navigate in the current landscape—to ensure that members see your club as safe and protected—listening has to be at the top.

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As your members adjust to all the changes in your club, communicating and maintaining relationships with your members is more important than ever. Here’s what to communicate to keep members engaged, informed, and confident about coming back.

Colin Grant, CEO of Pure International Group, shares his experience overseeing Pure’s 30+ locations across South Asia in the wake of the coronavirus pandemic.

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A health club owner who has seen an impressive 80% retention rate throughout club closures outlines four things that you can do right now to improve member loyalty.

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Club operators face a looming question: How many members will return? Loni Wang, owner of Catic Wellness Group, details the member retention challenges and opportunities that her facility faced in reopening.

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Did health club members stay active while the club was closed? Are they ready to return? Insights from four key global fitness markets provide some answers.

Annie Fältman, owner of 360 Träningscenter in Sweden, has a unique perspective of COVID-19’s impact on business operations. She shares her experience on the new norms of club business in Sweden.

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New cases will continue to emerge as more people venture out and as businesses reopen. Here’s how to communicate with your members if someone at your club tests positive.

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We talked to IHRSA members around the world about the new ideas they put in place to keep their members on board through pandemic-related closures. Here are their success stories.

Maintaining member communications is key during a crisis. But in an unprecedented situation, what does good member service look like?

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We’ve put together our top webinars, e-books, and articles on health club member retention so your staff can strengthen their skills while your doors are closed.

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It's time to think about membership dues, suspensions, and cancellations as mandated closures continue.

As COVID-19 forces health clubs to close their doors, an alternative for keeping a steady flow of business has arisen. Learn how to make virtual exercises and classes available for members.

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Health clubs and industry suppliers are coming together to help people stay active during the coronavirus crisis.

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To be a successful health club, you have to be more than a place to work out. Here’s how to attract new prospects and keep current members motivated and engaged long after they’ve committed to your club.

In its first year after going mobile, the evolving IHRSA Passport Program, powered by TrainAway, is reaching more clubs and more members.

As New Year's resolutioners flock to your gym, take a moment to review four tips that will help keep you sane and keep your new members coming back all year.

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Help your members stay motivated and fight the urge to drop their fitness routine with these seven tips.

If you’re going to succeed in long-term membership growth, you need to look your best. Here’s how.

Today’s consumers want seamless, user-friendly technology that mirrors their home entertainment options. Here’s how to give it to them.

Technology needs to complement the personal touch, not replace it. A great health club member experience requires a balanced approach.

Today’s gym members are demanding sophisticated exercise entertainment, like cardio machine touchscreens, a library of TV shows, and on-demand classes.

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Consumer loyalty is harder to earn and maintain these days. Here’s how to beat the odds.

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Here’s how you can arm yourself with today’s top digital tools.

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Now available exclusively on TrainAway's mobile app, the program offers travelers guest access at nearly 1,000 gyms in more than 30 countries.

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How a single purchase can help you bolster member retention and increase revenue at your club.

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Your members need social connection. Give it to them and watch your club thrive.

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Self-diagnostics can solve equipment problems before they become member problems.

Your gym’s soundtrack is more important than you think.

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By increasing engagement and interaction with members, apps have become a critical business tool that can give your gym’s revenue the boost it needs.

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At Crunch Fitness, engagement doesn’t stop when a member leaves the club.

The cost of replacing a member goes beyond sales and marketing expenses, according to data from IHRSA’s Profiles of Success.

Providing therapeutic recovery services can boost your club’s retention and non-dues revenue. Here’s how.

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When you turn members into a community, they’re more likely to stick with your club. Here are 10 research-backed ways to drive engagement.

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AF Benelux is extending its in-club experience with a new app, which will provide digital personal training and an extensive workout library.

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Take member engagement to the next level to watch your results and retention soar.

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The data that gyms are collecting about their members provide insights that can help minimize attrition. Here’s how four gyms make member data work for them.

Whether you're stocking your first club or rethinking your current inventory, your equipment is your destiny. Here's how to get the decision right.

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A well-developed business plan incorporates customer experience that only your health club can offer.

Member Exclusive

Knowing your Net Promoter Score isn't enough—you must truly understand it to unlock the door to better member loyalty.

See how this European club chain keeps millennials coming back with the right kind of programming.

When someone buys a membership to your health club, it’s crucial to meet—and ideally exceed—their expectations in order to keep them as a long-term, satisfied club member.

Your club is more than just a building where people work out—it's where a community comes together.

Gyms that excel at capitalizing on their Net Promoter Score tend to implement the same three strategies.

Why you should stop thinking about "customer service" and start thinking about "member experience."

Think you know everything there is to know about health club member retention? These facts may surprise you.

Feedback is a great way to improve the member experience. Learn how to solicit it from members.

Our member retention expert breaks down several research studies to explain why members leave—and how to make them stick around.

Every team member contributes to member retention in your club. Make sure everyone is working together for the best results.

See how real clubs are using NPS metrics and reports to inspire staff and improve their members' experience.

Member Exclusive

Participate in an IHRSA-conducted survey in partnership with The Retention People (TRP), a major research firm specializing in health club member retention and loyalty. IHRSA member clubs can participate in the IHRSA-TRP member loyalty survey at no cost.