Goodlife Fitness

Many different alternatives exist to face the customer retention problem. One good alternative would be to use and develop a strong customer relation management strategy. With the information collected from the customer loyalty system, the company needs to develop a customer relation service. To improve the perceived value of the brand, the company should create a very developed customer service with a dedicated customer service number and an easy way to order cars. In the airports and main retail places, the company should develop a specific office/desk dedicated to the premium customers and those who have loyalty cards. So that, the consumers don’t lose time and can enjoy of a best quality service.

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views the company.

Nationally, Orangetheory Fitness is the fastest growing fitness franchise, at least partially due to the innovative ideas it brings to fitness. In detail, Orangetheory Fitness locations in Ann Arbor and nationally are effective in communicating the brand to community members using social media among other tactics. The reason that this brand strategy works is because of the niche industry that Orangetheory Fitness is in: a specialized fitness development program that is beyond just a gym. While there are other fitness centers out there that follow a similar strategy, none of them have established a sense of community, that’s Orangetheory’s competitive advantage.

Fitness is in. The percentage of people belonging to health clubs and gyms has doubled over the past 20 years. More growth is expected, fueled by an aging Baby Boomer generation in search of eternal youth and the reality that regular exercise can prevent or control diseases that are driving health care costs relentlessly upward. The 24/7 fitness opportunity is the newest model of fitness centers today.

Development of good customer relations is vital for the survival of any given company. Marketing research serves as an indicator of the level of current costumer relation,

This survey also concluded that only one third of workers choose to participate in their organizations health promotion activities. Only 53% of those surveyed responded that they feel valued by their organization. To follow current research, UnityPoint Health has implemented a variety of health promotion initiatives within the last six years I have been employed with them. They have implemented the use of insurance discounts if the employee is within a specified body mass index range, is a non-smoker and does not have their spouse on their insurance. They have also implemented restructuring an open unit in the hospital into a small gym and workout area. They have purchase several pieces of gym equipment, including treadmills, stationary bicycles, free weights and mats used for yoga. This area was renamed FitZone by St. Luke’s. The FitZone is free to use for all employees and immediate family members. This appears as a great investment in employee health and wellness. Unfortunately, finding time to frequent the FitZone does not always fit into our busy lives. Esposito & Fitzpatrick (2011) found a positive correlation between nurses exercising and their ability to teach their patients the importance of exercise. This is another way to keep the employee healthy with an added

Based on the data given by BAD, 200 recent customers’ data were examined and these were the key findings:

The Rock Fitness Center has decided to introduce new programs to appeal to a wider audience, particularly the Baby Boomers. Our goal is for everyone to be active. Therefore, we have chosen to offer these new programs, aerobics and strength training, as an incentive for people to want to begin or continue to exercise. Many people are becoming less active with modern day technology, but we hope to counteract that trend with our new programs. Particularly, we chose to implement these programs for the Baby Boomers. It is important to have programs for this age group “because people ages 55 and older are the fastest-growing health club membership group- having increased 411 percent since 1990” (Milbrand 2009). Furthermore, it is important to introduce new programs to appeal to the baby boomer audience to benefit the gym and the clients.

Everywhere you look on social media there are fitness models, celebrity trainers, athletic apparel companies, healthy cooking sites, and fitness entrepreneurs. Americans are finally becoming aware of the obesity problem and taking steps to change it. Indiana was ranked as “the 15th highest adult obesity rate in the nation, per The State of Obesity: Better Policies for a Healthier America released September 2016 (The State of Obesity in Indiana, 2016).” This is the opportune time to own a business in the fitness industry. Not only are you promoting a healthy lifestyle, you’re also creating new opportunities in a much needed and growing

With that, every level of income should be the target market. Clubs with the high-price are not as dependent on new members, where as low-price fitness clubs tend to bring in a nonstop stream of first-time members. The market for mid-price clubs is high, with 44 percent of club members reporting a household income of $25,000 - $75,000 (smallbusiness.com)

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

The obvious need for satisfying the firm’s customer is to expand the business, to gain a higher market share, and to acquire repeat and referral business, all of which lead to improved profitability (Barsky, 1992). Studies conducted by Cronin and Taylor (1992) in service sectors such as: banking, pest control, dry cleaning, and fast food; found that customer satisfaction has a significant effect on purchase intentions in all four sectors. Similarly, in the health-care sector, McAlexander et al. (1994) found that patient satisfaction and service quality have a significant effect on future purchase intentions.(Kandampully and Suhartanto,

Each subject was given a questionnaire to complete, resulting in 187 usable questionnaires to review. It was hypothesized that fitness club members had a better understanding of nutrition labels and nutrition than non-members. However, the results indicated that there was no significant difference between the understanding of nutrition and nutrition labels between fitness club members and non-members (Wade & Kennedy, 2010). A major limitation to this study was the sampling frame chosen (convenience sampling) because there was an over recruitment of fitness club members and females (Wade & Kennedy, 2010). Further research would need to be done in order to acquire knowledge on how a fitness club membership could affect a member’s knowledge of nutrition.

The term “Brand Loyalty” also called as “Customer Loyalty” has been in the business industry since a very long time as a model to be used in conducting business. But it wasn’t until the mid to late 1900’s that the term was actually given its due importance by making it a vital part of advertising and marketing. The concept of marketing evolved substantially from being focused on sales of a product to having Customer satisfaction to be its focal point. Studies further revealed that there was a positive correlation between customer satisfaction and Brand Loyalty.