Crafting a Compelling Member Journey at Your Health Club [WEBINAR]

Find out how to map your member journey from start to finish, while diagnosing pain points and improving retention. Sponsored by Club Automation + CSI Spectrum.

Members: Free

Non-Members: Free

Schuler francesca

Francesca Schuler


In-Shape Health Clubs

Presented by Francesca Schuler, CEO, In-Shape Health Clubs

The health club member journey can be a daunting process to outline. It covers a lot, from the first time they walk through your doors to their introductory personal training session, to their 100th visit.

While mapping the member journey experience may feel like a challenging task, it is imperative. The process requires crucial analysis for all potential members and must be frequently revisited for your current members.

In this webinar, Francesca Schuler will share her insight into building a compelling member journey, drawing on her experience outside the fitness industry, as well as her key learnings as the CEO of In-Shape Health Clubs. She will also take you through ways to remove pain points in that journey so you can create an incredible member experience in your club and, ultimately, improve your member retention.

Learning Objectives:

  • Learn why you should map your member journey and how to do it
  • Discover the importance of learning from outside the fitness category
  • Determine how to successfully apply external learnings and how to implement a member journey concept
  • Understand how to motivate your staff to focus on the member journey

“Building a compelling member journey by diagnosing the pain points in that journey and then taking steps to remove them increases member retention. We’ve done this effectively at In-Shape by tapping into our collective experiences from inside, and outside, the fitness industry.”

Francesca Schuler, CEO

In-Shape Health Clubs - Stockton, CA

Presenter Profile:

Francesca Schuler is the CEO of In-Shape Health Clubs, a California-based chain of over 60 full-service health clubs. Schuler joined In-Shape as CMO in 2015 and was promoted to COO in April 2017. Her background as a marketing leader in consumer and retail industries creating experiences at brands like the Gap, Method Products, Treasury Wine Estates, BevMo! and Gallo generates innovative thinking in how to create compelling fitness experiences for members to motivate them to live healthy, fit and happy.