Telomere Thinks: The Key Touchpoints in a Member's Journey Most Studios Miss
It's easy to focus on acquiring new clients for your studio and overlook the subtle—yet crucial— moments that shape a member's experience. But what if paying closer attention to these key touchpoints could make the difference between your studio’s fleeting visitors and devoted, long-term members?
This month, we asked the Telomere Team exactly which key touchpoints in a member’s journey most studios miss. Their insights reveal simple yet transformative opportunities to enhance your client retention, deepen engagement and foster genuine community connections. Here’s what they had to say.
Miranda Morhineway, Studio Consultant
“It sounds simple—but in my opinion, it’s one of the most overlooked steps in the entire member journey.
A client purchases a drop-in… and then? Silence. All they get is a generic booking email and zero personal touch. This is the perfect time to:
Send a thoughtful confirmation that feels human (not just an auto-receipt)
Share helpful information like what to expect, where to park, what to bring, and how the class might feel
Break the ice with a quick text: “Can’t wait to see you!” from a real staff member or instructor
When you show up for them before they ever show up for you, you set the stage for retention!”
Catalina Zbar, Founder & CEO
“A quick follow-up or two to give them the nudge and reassurance that all levels are welcome can make the difference between a lead and a customer.”
Melissa Williams, COO
“Mid-journey.”
“If a client is on a 3-week unlimited intro and we miss checking in around day 10, we miss the opportunity to help them keep their momentum. For a lot of clients that are trying a new offering or routine, they might go in feeling incredibly motivated, but start to lose their way midway through.
This doesn't mean they've become disinterested in your services; it most likely means they need to see additional gains, growth and opportunities. Showcase classes they can attend. Introduce them to a new teacher. Introduce them to another community member. Encourage them to join in an upcoming event or workshop. This is the time to solidify their relationship with your studio.”
Zack Bell, Studio Consultant
“Studios usually nail the welcome and the big milestones. What gets missed are the small steps right after the honeymoon phase.”
“Class four. The first week they skip. The moment they stop getting greeted by name.
It’s not flashy, but that’s the part of the journey that makes or breaks retention. Most places just aren’t paying attention there.”
Ali Goracy, Community Manager
“The moment after the intro offer ends.”
“So many studios put their energy into welcoming someone in—but miss the boat when it comes to what happens next!
This is the perfect time to:
Check in with an email or SMS
Ask about their experience (What did they love? What got in their way?),
Offer to help guide their next step (whether it’s choosing a membership, suggesting a favorite teacher, etc.)
This touchpoint is NOT just be about selling—it’s about showing that you noticed them, and that they weren’t just another signup. That kind of attentiveness turns a maybe into a yes!”
Turn Infrequent Visitors to Lifetime Members
Every step of a client's experience is brimming with opportunity. The truth is, creating a memorable and impactful member journey isn't about perfection—it's about paying attention. It's the small, thoughtful touchpoints that often make the biggest difference. By dialing into these often-overlooked moments, studios can transform casual visits into lasting loyalty.
Which of these touchpoints resonated with you most? Are there opportunities your studio could be tapping into more effectively? Let us know—we're always here to help you enhance every step of your client's journey.
Telomere Consulting provides business consulting and marketing services to studio owners in the boutique fitness and yoga space. The Telomere team helps you navigate business strategy from conception to implementation. We provide end-to-end marketing support and would love to hear from you. Click here to book your free intro call. We want you to treat your business the way you treat your body – making the right choices now to optimize its potential for a long and healthy life. Visit us here to learn more.
