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Onboarding: Developing a New Member for Life

Author: Mark Miller, Maria Miller
Length: 61 minutes
Published: 2016
Format: DVD

Product Code: 827008388691
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Price $49.95
Member Price $49.95
Price $37.46
Member Price $37.46
Onboarding: Developing a New Member for Life explains how a health/fitness club’s initial impact on a new member sets the tone for that individual’s lifecycle at the club. The DVD also details the top 10 keys for a member having a positive experience at the club. In addition, the DVD discusses how clubs can map new members and outlines the relevant touch points along the way. Furthermore, the DVD looks at the impact of the language that employee terms use, the questions they ask, and the way they integrate new members into the club. The DVD also details several suggestions concerning how clubs can make the new member journey a positive one.

Among the topics covered: 

• Understanding the experience your organization provides 
• Why do people quit then? 
• Your business is driven by each customer experience 
• What do you know about your customer touch points? 
• Customer experience management 
• Here’s what we know 
• Facts relating to retention 
• What’s the gap? 
• Be more member-oriented 
• 3.0 challenge: random thoughts 
• The new member journey 
• Integration 101 
• Some suggestions to get you there