How to master the fitness studio customer experience and get more clients
As a fitness studio owner, you know that the customer journey is important. Whether it’s yoga, pilates, barre, HIIT or any other style of exercise, the experience your customers have is crucial to retention. From the time they learn about your studio until the time they leave their first class, it’s important to ensure your clients have a positive experience.
The COVID-19 pandemic has resulted in massive changes for studio owners, including temporarily closing their businesses.
So, how do these changes impact the customer journey? Well, even though your customers can no longer be physically present in your studio, the customer journey has remained, for the most part, much the same. The majority of the ways in which you can retain current and attract new customers are identical.
The customer journey is still circular—you still have to work to keep those clients returning for more. Although many studios have shifted to virtual class options, it’s still crucial to keep your existing clients engaged, motivated and connected to your community. Potential clients will continue to need to hear the benefits of your studio and your offering and understand why they should choose you. Existing clients will need to be given the same level of quality and care in virtual sessions as they experienced in the studio. The bottom line is that communication is still the most important factor in attracting, nurturing and retaining customers.
Throughout the stages of customer interaction, there is key information we should identify, understand and consider:
Tasks: What is the user trying to achieve?
Questions: What does the user want to know?
Touchpoints: How does the user interact with the business?
Emotions: What is the user feeling at this stage in the process?
Weaknesses: How does the business let the user down at this stage?
Influences: Who or what is helping shape the user’s experience?
As a boutique fitness studio owner, the question you should be asking right now is: how can you use communication tools to replace those (temporarily) missing pieces to create a consistent customer experience virtually and an even stronger brand identity online?
Telomere Consulting, provides 1:1 coaching, strategy fitness consulting and marketing automation for fitness studios ('done-with-you' and 'done-for-you') looking to serve their purpose and become even more profitable. Catalina also coaches her clients with fitness consulting strategies for sales, pricing, and the creation of new revenue streams.
Telomere Consulting provides boutique fitness studio business plans through strategic insights and advisory services to clients in the fitness and wellness industry. Catalina and her team provide end-to-end marketing support on all things boutique fitness and would love to hear from you. Click here to book your free intro call. We want to help you treat your business the way you would treat your body – making the right choices now to optimize its potential for a long and healthy life. Visit us here to learn more.