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Creating the Member Experience [CLASS]

From the first impression to checkout, know what you need to give your members a consistent experience with every visit. This IHRSA Online Learning class is available to you on-demand with in-depth content and opportunities to earn CECs/CEUs. Sponsored by Merrithew.

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Non-Members: $99

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Williams Amy

Amy Williams

Assistant Manager

Little Rock Racquet Club

Presented by Amy Williams, Assistant Manager, Little Rock Racquet Club

Often we create goals within our organizations that focus too much on the "numbers" and industry trends rather than the most important part of any organization: its members. When the norm becomes making the member the number one priority, the creation of the member experience is successful.

CEC/CEU: [ ACE 0.1 | AFAA 1.0 | IFPA 1.0 | NASM 0.1 | NCSF 1.0 | NESTA 0.1 | NFPT 0.2 ]

Learnings Objectives:

  • Determine what "member experience" means in your fitness club, and how to adapt to new demands from members
  • Create a brand framework to support the customer experience—brand purpose, principles, values, etc.
  • Learn how to integrate your member experience into your training and onboarding materials for staff
  • Learn how to be consistent, yet resilient in a changing market

Presenter Profile:

Amy is currently the assistant manager and membership director at the Little Rock Racquet Club in Little Rock, Arkansas. Amy started at the largest of the four clubs under “The Athletic Clubs,” Little Rock Athletic Club, when she was 16. Her TAC journey has covered various positions over the years from front desk to membership. In 2010, she took over as member services director at LRRC and in 2017 assumed the role of assistant manager. During her time at the Clubs, she was able to complete her bachelor's degree in psychology and a master's degree in industrial/organizational psychology. When she is not at work, she is busy running around with her two young children who are always full of energy. She and her husband love to be outdoors and go on fun outdoor adventures as a family. The motto at The Athletic Clubs is “Play On,” which is something Amy is proud to support and encourage. She is thankful to have such a fun place to “Play On.”