Customer Experience
Customer experience begins from the first time a potential customer sees your brand and is embedded in every stage of the customer journey. The journey between these stages should be frictionless and consistent.
At TA6 our philosophy is that great customer experiences are built around strong brand values and meeting people where they are. In order to do this, we need to:
- Build clear brand values showing people who you are
- Understand who your customers and potential customers are
- Identify where they are in their needs and expectations
The future for fitness and leisure will be based on the delivery of a truly personal service, aligned ecosystems and maximising technology, process and people resources.
We provide full customer experience review and audits – an end-to-end review of the customer journey from acquisition, onboarding, engagement and reactivation presented with recommendations for opportunities to improve.
TA6 can also provide education, advice and recommendations for building effective journeys for acquisition and purchasing, member onboarding and engagement and retention strategies.
We offer a variety of support services and resources to ensure outstanding customer experiences at your leisure facilities.
BRAND CREATION AND REFINEMENT
- Competitor analysis and pricing review
- Branding review and recommendations
- Branding design and implementation
- Analysis of member and local demographics
ENHANCEMENT OF ACQUISITION PROCESS
- Sales Process audit and review
- Building effective acquisition and campaign strategies
- Annual campaign design, support and assets
- Sales Champion Development Programme – This series of training modules will set your team up with tools and skills to fill the gap of not having a dedicated sales team in place.
MEMBER ONBOARDING
Supporting effective new member journeys and pathways.
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- New member journey review and audit
- Support to build effective strategies and processes
- Product design, creation and assets
- MySuccess
- Digital journey support
- Review of current journey platforms, stages and content
- Project time to build content and align systems and communication platforms
- Team Training
- Understanding effective member journey workshops
- Effective implementation and launch – webinar or workshop
- Effective long term management – KPIs, tracking and consistent behaviour change management
- Fitness Team new member support training
- Front of House training
CUSTOMER ENGAGEMENT
- Review and audit of retention strategies
- Understanding retention workshops
- Delivering quality online services
- Livestream Legends workshop
- Managing customer feedback
- Effective Gym Challenge strategies
- Creating persona-based customer engagement
- On-site engagement plans
- Digital journeys
- Social media campaigns
- Social media skills training and support
REACTIVATION STRATEGIES
- Strategies for identifying and managing at risk members
- Retention Interaction Training
- Review and audit of cancellation process
explore facilities that have benefitted from the TA6 impact
