The power of customer experience in the fitness industry
In the competitive fitness landscape, customer experience (CX) has become a critical differentiator. At Lift Brands and in particular, Snap Fitness, we've recognized the need to prioritize CX as a core business strategy, driven by its substantial impact on our commercial performance and member satisfaction.
The fitness industry has seen a shift in consumer expectations, with members demanding more than just equipment and space. They're looking for personalized experiences, community engagement, and seamless digital integration - which is what every Snap Fitness franchise prides itself on.?
We spotted an opportunity to adapt our offerings and have enhanced fitness experiences through:
Personalized fitness journeys: Our app now offers personalized workout recommendations and recipes based on individual goals and abilities.
Community: We've increased our focus on group classes and social events, fostering a sense of belonging among members.
Continuous feedback: Regular surveys and real-time feedback mechanisms allow us to quickly address member suggestions and feedback.?
The year-on-year results have been significant:
A good CX strategy is an ongoing journey, not a destination. We continue to invest in research, technology, and training to stay ahead of evolving member expectations.
As the fitness industry continues to evolve, those who prioritize and continuously improve their customer experience will be best positioned for long-term success. At Lift Brands and Snap Fitness, we're committed to leading this charge, creating fitness experiences that go beyond the workout to truly enhance our members' lives.
Snap Fitness does not pay instructors if class attendance is below three, even though the location failed to have their instructor sign an ICA, which is unprofessional. Contractors have approached Snap Fitness about your obligation to make contributions for them as paid labour but were told no, which violates legislation. Your company is known for late payments and has ignored numerous attempts to address this issue. Area Manager Dana Wilson mentioned a "lack of interest" in ensuring professionals receive the money they are owed.