The importance of customer service in the fitness industry

L’importance du service client dans l’industrie du fitness

Offer your customers a tailor-made customer service!

Good customers can increase the value of your business, but great customers can make your business unique and that is why members will become loyal to your brand.

In the world of fitness, customer satisfaction is at the very centre of the process, since, more than ever, they dictate your operation and your turnover. This is why you must absolutely pay special attention to it and we explain it all to you in an article signed by AZEOO!

What is customer service?

When your facility operates on member subscriptions, your customer service is a huge factor in determining your success. This is the support they receive and you commit to providing when they sign up for your gym.

Customer service sets you apart from the competition

According to a Zendesk study, consumers (3 out of 4) say that good customer service is essential to loyalty to a brand. And according to Microsoft Dynamics 365, 90% of respondents consider customer service to be a key factor in decision making.

From these figures, it is easy to understand that the public is quicker to turn to brands where customer service is reputable and of high quality. For this reason, a strategy for improving customer service and customer management can help to differentiate a company from its competitors.

4 trends that are currently influencing customer service

  1. Multi-channel communication: your customers, when they want to talk to you, should be able to use the communication channel they prefer. This can be Facebook, WhatsApp, email or even AZEOO. You need to offer them a unified experience across all communication channels.
  2. Hyper-customisation on a large scale: customers want their sports or nutrition programme to be adapted to their needs and profile (you can find the YourDiet personalised programme on the AZEOO coaching software to meet this expectation). Members like to be recognised as a unique individual and not as an average consumer.
  3. Efficient and streamlined customer service: you need to give your team the tools to be able to meet the high demands of your customers.
  4. Technology: automation and chatbots are becoming an important part of customer service. Artificial intelligences are evolving and becoming more and more appropriate for customer interactions.

And here are 10 reasons why customer service is important

  1. Retention costs less than acquisition.

  2. Customer service is your brand.

  3. Good customer service = happy members.

  4. Increases referrals.

  5. Builds loyalty and trust.

  6. Allows you to offer a premium service.

  7. Improves the “life cycle” value of a member.

  8. Leads to sales and marketing opportunities.

  9. Meets customer demands and expectations.

  10. Gains a competitive advantage.

So don’t wait any longer and offer your members a customer service worthy of their names!

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