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Improve Your Member Experience Delivery in 10 Innovative Steps
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| Session # |
D04
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| Date/Venue |
Wednesday,
05/27/2009
4:00PM
- 5:30PM
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| Description |
Description:
CEUs Awarded: ACE (.1), ACSM (1.5 contact hours), AFAA (1.5), AFPA (1.5), Cooper (1.5), IFPA (1), ISSA (.5), NCSF (.75), NFPT (.5), USPTA (.5), WITS (1.5)
We all talk about delivering great service, but if the experience is not deliberately identified, detailed and managed, the result will be another failed effort. Your choice is to manage your club’s service delivery, or to potentially lose your members, market share, and your most critical asset – your staff. Identify the steps to designing and delivering your member experience to truly differentiate your club from the competition.
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Speaker(s)
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Speaker(s):
Bonnie Patrick Mattalian, President, The Club Spa & Synergy Group
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Track(s)
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Track(s):
Customer Service & Retention
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Session Type
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Session Type:
Solo speaker
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Duration
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Duration:
75 Minutes |
| Format |
Format
- Lecture: Sessions are in a meeting room with a stage area, podium and some sort of presentation. Please indicate in your description if the lecture is by a solo speaker, two speakers or a panel of presenters.
- Active Training Sessions: Sessions or workshops that include both a lecture and a demonstration of the material, either with equipment or a workout.
- Roundtables offer you the opportunity to discuss a key area of your operation with your peers. There are no speeches; the registrants for each roundtable are the “faculty.” Attendance may be limited to ensure an interactive discussion.
- A pure exercise class would take place in Club Studio on the show floor, which is open to all attendees.
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Lecture |
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Ability Level
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Ability Level:
Level 1: topic of general interest |
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Learning Objectives
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Learning Objectives:
1) Learn the new ways consumers are looking for the business that provide what they need.
2) Identify how to design and manage your member’s experience, and to position the outcomes for your target market. Look at how Fortune 500 Companies are changing the way they do business to refocus on the customer
3) Learn the secrets to getting your staff to build relationships with members, and to do what you ask them to do, using the unique and fun JUST A MINUTE approach and tips. Identify specific operational actions that can make a positive impact to your bottom line in 30 days. |
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