The Fitness Industry Innovation Podcast For Health Club, Gym, and Fitness Studio Operators, Owners and Professionals. Host Kelly Card brings you interviews with leading global influencers who are at the intersection of fitness, innovation, technology, and operating best practices in the ever-changing, growing, and evolving fitness industry. You'll gain understanding, insights, ideas, and the tools you need to stay connected to what matters most for your business, career, and future in the fitness industry.
Defining Member Experience Part 3: Chelsea Perkins of Club Fitness
Welcome to Part 3 of our series on defining the member experience for gyms. Joining our podcast is Chelsea Perkins, Executive Office Manager, and Director of Administration at Club Fitness. In this podcast you'll hear about back office processes and flexibility, all while keeping the human-to-human connection element at the forefront of member experience.
Key Takeaways:
[0:50] Kelly introduces her guest for this episode - Chelsea Perkins
[2:40] Chelsea shares some of her personal journey in the fitness industry and how things have evolved to meet experience demands on the modern day fitness consumer
[5:06] Chelsea shares what her and her team do in the back office to create a better member experience
[11:34] Chelsea talks about the importance of flexibility and how that brings about a better member experience in Club Fitness
[13:38] Chelsea provides an example of how passion and flexibility directly impacted a member’s experience in Club Fitness
[15:54] How does member experience lay into the theme of Club Fitness: “celebrating the uniqueness of every body”?
[17:56] What is the future of member experience at Club Fitness? Chelsea explains.
[20:01] Kelly and Chelsea close out
Mentioned in this Episode:
ABC Financial Services
Kelly Card (http://www.abcfinancial.com/team-view/kelly-card/)
Chelsea Perkins
Club Fitness (https://www.linkedin.com/company/clubfitness/)
12 Feb 2020
Defining Member Experience Part 2: Mark de Gorter of Workout Anytime
Join Kelly Card, Chief Engagement Officer of ABC Financial with Mark de Gorter, Chief Operating Officer of Workout Anytime as they continue part two of our series on creating a better member experience. Listen in as Mark shares what is working for Workout Anytime and how their member mindset sets them up for success. Hint: you'll be surprised to find out Mark's perspective is not a one-size-fits all.
Key Takeaways:
[:50] Kelly introduces her guest for this episode - Mark de Gorter
[2:33] Mark shares Workout Anytime’s focus, to be the most admired, and what that means
[4:02] Mark shares his background in the industry
[7:33] Why are people exercising these days?
[8:18] The basic fundamentals of enhancing member experience
[9:23] Mark talks about how company culture and member experience are intertwined
[13:11] Mark shares how they keep their focus on culture through MXM Medallia
[16:38] Retaining members is key to your success
[17:52] Retention starts with your staff
[19:29] Member experience from an operational standpoint
[21:17] Listen to your members and collect their feedback
[22:25] Mark discusses the growth at Workout Anytime
[24:45] Differentiating yourself on the human experience
[28:28] Kelly closes out
Mentioned in this Episode:
ABC Financial Services
Kelly Card (http://www.abcfinancial.com/team-view/kelly-card/)
Mark de Gorter on Linkedin (https://www.linkedin.com/in/markdegorter/)
Workout Anytime (https://workoutanytime.com/)
15 Jan 2020
Defining Member Experience Part 1: Adam Zeitsiff of Gold’s Gym
We’re kicking off a three-part series on defining member experience with Adam Zeitsiff, President and CEO of Gold’s Gym. Adam joins Kelly to discuss how to take a personalized approach to creating a unique member experience which resonates with your target members. You’ll hear how Gold’s Gym’s dedication to innovative approaches drove double-digit increases for lifetime value and length of stay, plus insights into how this iconic brand is planning for the future.
Key Takeaways:
[:50] Kelly introduces her guest for this episode - Adam Zeitsiff
[3:25] Adam shares how he got his start in the fitness industry
[5:39] Technology has taught me that patience is a virtue in running a business like this too, and as technologists, we always wanna bring our products to market
[6:15] The biggest thing coming from the technology space into this role as a CEO of this global brand is be smart, don't rush, be patient
[6:51] Kelly asks Adam about fragmentation in the member experience across the fitness industry space
[8:02] The member experience is they key factor in getting and retaining new members
[8:43] Adam digs in and explains what members are looking for in their gym experience
[9:34] Adam shares what Gold’s Gym is focusing on and how to build a better member experience
[12:24] What is the role from a technologist's perspective in member experience, and where do you think it's heading?
[13:01] Adam explains how they use technology to build trust with members
[15:48] Adam and Kelly discuss seamlessly blending multiple technologies into the member experience
[17:01] Adam and Kelly discuss Gold’s Gym AMP
[20:17] Adam offers insight for fellow health club operators on what they should really be focusing on right now to deliver that awesome member experience
[22:57] Closing thoughts
Mentioned in this Episode:
ABC Financial Services (https://www.abcfinancial.com/)
Kelly Card (https://www.linkedin.com/in/thekellycard/)
Adam Zeitsiff on LinkedIn (https://www.linkedin.com/in/adam-zeitsiff/)
Gold’s Gym (https://www.goldsgym.com/)
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Apple Podcasts (US)
4.6 / 5
11 ratings
Contact Fitness Industry Innovation Podcast
Guest appearances
Books guests
Based on episode analysis; this does not confirm that the show is currently accepting guests.
Host of Fitness Industry Innovation Podcast?
Claim your podcast to manage its listing and keep your show details accurate.
Pod Engine is an independent podcast discovery and analytics service and is not affiliated with or endorsed by this podcast. Artwork and show content belong to their owners. Full legal notice.
Explore this show Podcast research with Pod Engine
