Product Success
Our approach to Product Success can be defined through our 6 Ps:
PLACE
The “Place” element of our facility is carefully designed to shape the physical environment of our products, creating an experience that is both functional and engaging. By utilising a customer-focused model, we ensure that the layout and flow of the space enhance comfort and ease of movement, while also promoting a welcoming atmosphere. From the strategic branding and positioning to the thoughtfully selected flooring, lighting, and music, every detail contributes to an immersive environment.
PROCESS
This focuses on the seamless coordination of key operations to enhance both customer experience and team efficiency. For customers, this includes smooth processes for booking, attending, purchasing, and encouraging repeat visits through a positive overall experience. On the team side, it involves maintaining high standards of safety, quality, and maintenance, while also leveraging insights and continuous training to ensure excellence. Performance monitoring is an integral part of the process, ensuring that all operations run smoothly and efficiently, optimising both customer satisfaction and facility performance.
PEOPLE
The right individuals must be in place for your facility to thrive, performing the right tasks to drive success. Key personnel include those involved in the recruitment, training, education, and motivation of the team. Having the right people in the right roles is critical to delivering a high-quality customer experience. This involves continuously educating and training staff to maintain excellent service standards, while also motivating them to stay engaged and aligned with the facility’s goals. The success of any leisure product hinges on the strength of the people behind it.
PRICING
How much does it cost customers to use your services? We can advise on a variety of pricing strategies to encourage repeat visits and customer retention, whilst ensuring that you are still able to provide facilities for those who need them most. We conduct thorough competitor analysis to make certain that the pricing remains competitive while offering value to customers, providing alternatives that suit a wide range of needs and preferences.
PROGRAMMING
Here we focus on when and how the product is offered to customers. It considers the scheduling of activities and services to ensure optimal availability for the target audience. Understanding who the target audience is helps tailor the timing and variety of programs to suit their preferences and needs. Systems and IT capabilities are crucial for managing bookings, program schedules, and customer interactions efficiently. By leveraging insight and data-driven decision-making, the facility can refine its programming, ensuring that offerings align with customer demand and are delivered at the most convenient times for maximum engagement.
PROMOTION
This concerns the marketing of your product and ensuring that it reaches your target audience. This involves defining the brand and any associated sub-brands, ensuring that they communicate a clear and consistent message to potential customers. Promotion strategies balance online and offline presence, using digital marketing, social media, and traditional advertising methods to reach the desired audience. The choice of advertising channels is critical, as it ensures that the product reaches the right people at the right time, driving engagement and participation through targeted and effective promotional efforts.
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