In working with gym operators to improve their members' experience through customer experience management (CEM) programs, I have seen some of them make quick progress only to hit a glass ceiling of sorts. Over time, I have noticed a common thread for clubs that experience this. The goals of most CEM programs should be defined clearly. They usually are expressed as a location-level and company-level net promoter score (NPS). CEM programs generally are deployed in health clubs with the ...
Club Industry Premium Content
This content is for Club Industry Premium Subscribers.
You may already have registered to be a Freemium subscriber to Club Industry, so why not upgrade to become a Premium subscriber? By doing so, you get access to even more of Club Industry's content and you receive special discounts that will add up to a lot more than the annual fee of $59. A premium subscription includes:
- Features, in-depth articles and columns from Club Industry Magazine and Club Industry's Digital Edition
- Exclusive online content
- A free conference pass for the 2013 Club Industry Conference and Exposition in Chicago
- A $150 discount on Club Industry's report "Get Prospects to Your Club: Lead Generation Tips for Health Club Operators"
All of this, and more to come, for an annual cost of $59.