What is the customer journey- and how to do it

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1 What is the customer journey- and how to do it Leisure Centres

2 Introduction The customer journey is a buzzword that is thrown around a lot. But what on Earth is it?, we hear you ask! Also referred to as the sales funnel, this is simply the method of monitoring your customers as they advance through the many stages of the sales process. Typically, these stages are Prospect, Nurturing, The Sale and Retention/Advocacy. In this complex age of the Internet, it is now easier than ever for customers to publish their own reviews on your leisure centre to sites such as Google+ and Feefo. With word-of-mouth being the strongest form of advertisement, we understand it s more critical than ever that your customer leaves with a good impression of your brand- and that you maintain your excellent reputation. It s crucial that your customers feel individually valued, and like you consider them to be VIPs- which, of course, they are! Your brand can lose credibility through poorly timed messages that don t consider customer preference nor encourage feedback, which is why intelligent and personalised communication is vital. Why aren t you doing it already? We know the biggest barriers are data, time and know-how. In another series we will cover off data, but this guide will tackle the know-how what should you be sending to your customer, and when?

3 The Prospect Awareness campaign Whenever you need new members Direct Mail The prospective member With BriefYourMarket.com, finding new members has never been easier! We allow you to access one of the largest sets of consumer data containing over 20 million households, so you can seek out the hottest prospects local to your gym. Filter by variables such as age, location, gender and marital status in order to send out dazzling Direct Mail campaigns. We offer a wide range of Direct Mail pieces, from postcards to letters, allowing you to make a memorable impression with prospective members. And the best part? You don t need to be a designer to create your own; simply drop your chosen image, text and any offers to one of our templates, and we ll do the rest. No fuss, no faff. It s that easy.

4 The Prospect Registration Following subscription/enquiry A welcome The prospective member Get it right from the very beginning by making a memorable first impression with prospective members. With BriefYourMarket.com, you can craft welcome messages that hit your customer after they subscribe to you, or following their initial enquiry. The welcome is one of the most read s, and research has shown that 60% of companies automate this message. It s the perfect opportunity to thank customers for choosing you, and create a successful relationship with them through laying down your brand tone and letting them know you re there when they need you. This is why automation is the only way. An example of what to include would be an introductory offer, such as a discount on your gym membership or a free trial of your facilities on their first visit. Your Social Media buttons/links should also be on the , encouraging your customers to connect with you in these areas and boost your brand presence. This is also a great chance to find out your customers preferences, meaning that you only send them content that is relevant to their interests. For example, they may want to hear about your group exercise classes or the best offers on your gold membership plan.

5 Nurturing National Holiday The day before The prospective member A National Holiday is a great opportunity to celebrate with your customers by communicating with them the day before. For leisure companies, this is a the perfect chance to place your brand into the forefront of your customers minds with a celebratory offer on their gym membership or use of the pool, or to keep them informed of your open times around this period.

6 Nurturing Tell us your preferences 1 month after registration All members Craft even more relevant messages by asking your members what they re interested in. This way, you can reduce unsubscribes by only sending content that your customer wants to hear about. Whether it s your exercise classes, your deals on equipment or your guides on leading a healthy lifestyle, you can tailor your communication so that you provide only the most suitable information. With 64% of customers unsubscribing from standard bulk mailers because they don t feel the content is relevant to them, your members will thank you for taking the time to find out, first-hand, what they re actually interested in- as well as what they don t want to hear about.

7 Nurturing Offer on services/facilities 2 weeks after enquiry/subscription The prospective member The only way to grow any relationship is to nurture it. This means consistently excellent content, as well as communication that is tailored to your customers individual preferences and showcases your brand. Using our clever software you can stay in touch with your customers via a variety of communication channels, including and Newsletters, Direct Mail, SMS, Surveys and Letters. From guides to getting in tip-top shape in time for summer, to your (exhausting but effective!) weekly fitness regimes, you can create intelligent campaigns that align with your brand and are always relevant to customer interests. These channels should be integrated into the marketing mix, so that your customer is always happy to hear what you have to say. Many customers at this stage will probably have questions that they want to ask you- but they aren t quite ready to take the next step and pick up the phone or book online. This is the perfect opportunity to send a couple of stunning s that are dedicated to showcasing testimonials and your Feefo rating. BriefYourMarket.com allows you to unleash your creativity, creating intelligent content that says, We can solve your problems. Here s how. Automation is absolutely vital throughout the Nurturing stage in order to keep your brand front of mind and convey your selling points. You can easily send introductory SMS messages and first impressions surveys in order to gauge your customers opinions. Then delve into your statistics to see what works for those individuals. This is an unobtrusive way of obtaining invaluable data that can help tailor your future communication that yields results.

8 The Sale Registration confirmation After purchase Members who have recently registered The achievement of a sale can signify some significant milestones. For one, it represents the peak of your customer s trust in you, culminating from a relationship based on faith and credibility. The time immediately after the purchase is the perfect opportunity to reach out to your customer and thank them for their purchase or booking, whilst encouraging them to connect with you on other platforms. At this point, they want to hear from you regarding their purchase. With BriefYourMarket.com, the post-sales message can be automated so that the customer receives it the day after the sale. Transactional data also yields more in-depth information about the customer s interests, and you can use this to upsell to them in the future, whether they re a fan of cardio workouts or they just love Zumba!

9 After The Sale Reminder 1 day before Auto SMS Members are booked in for an induction/class With the BriefYourMarket.com SMS feature, you can send automated text messages to your customers 1 day before they re due to attend their induction or class with you.* This is a great opportunity to say hi and to keep your brand front of mind. Your text message doesn t have to be lengthy; just like the rest of our features, it can be personalised and contain a short, upbeat message. Hi Kelly! We hope you re looking forward to your gym induction with us tomorrow; don t forget your trainers! Here s a link to finding us. *Your existing CRM system must already contain the relevant fields required to perform this action (i.e. date )

10 After The Sale Thank you 2 days after first visit Recent members Effortlessly send out an automated to recent members thanking them for their visit and encouraging them to submit an online review. This way, you re showing them that you appreciate their custom, and value them as an individual. You can also take this opportunity to offer a discount on their next booking/visit. Exercise has never looked so tempting!

11 After The Sale Survey 1 day 2 weeks from first visit Survey Recently joined members Create intelligent surveys with BriefYourMarket.com, allowing you to obtain helpful feedback from the people who matter the most- your customers. Surveys should be sent out post-purchase in order for you to find out what you re doing well, and what should be improved. With BriefYourMarket.com, can set up an automatic trigger survey, so that all new members who visit on a Monday (for example) can have a survey waiting for them on Tuesday. Our Survey tool offers a large range of question types, from multiple choice to rating format, so you can choose the ones that best suit you. For leisure companies, this can be particularly helpful; from one quick survey, you can discover how your customers found their whole experience with you, from the helpfulness of your staff to how satisfied they were with the range of gym equipment available. Once the survey has been sent out, you can peek into your stats to view the results. At this point, your request for feedback will be welcomed by your customer, so you should be able to gain a holistic insight into trending perceptions of your leisure centre. If, for any reason, the customer is less than satisfied with their experience, you can use their feedback to send an apology containing a discount on their next visit. This small gesture can mitigate a negative review, submitted online for world to see.

12 After The Sale Important customer milestone Day before or SMS Existing members The sale is not the end of the journey. Conversely, you ll need to work extra hard in order to maintain your customer s loyalty. This means offers and gentle upselling- but most of all, making your customer feel valued. Your data is your ally. It can help you discover important milestones in your customers lives. For example, as you may have had a really quick sign up form, you can send out an to ask more pressing question such as when is your birthday?, or what s your preferred form of communication? Imagine being able to wish your customer a happy birthday- even giving them a gift in the form of a special offer or discount on their next visit! These occasions can be a great opportunity to upsell and make them feel personally special to you.

13 Retention & Advocacy Monthly Newsletter Monthly, following subscription All customers Once you know what your customers want to hear about, you can tailor all future communication. If you have a lot of subscribers, this may seem a daunting prospect, but don t fret- customising your content doesn t have to be hassle. With BriefYourMarket.com, you can tag your customers with their corresponding interests so that the relevant articles you produce will appear in their newsletter. For instance, if you have Emily, who is interested in exercise classes, and James, who only wants to hear healthy eating and personal fitness routines, you send out one newsletter- but those people will only see the articles that they re interested in. A monthly newsletter is also a great opportunity to upsell your additional facilities and membership upgrades, all while letting your customer know you re still here for them.

14 Retention & Advocacy Exclusive event (e.g. tutorial with personal trainer) 1 month before Direct Mail VIPs Consistent communication is vital to transforming a customer to an advocate of your brand. With BriefYourMarket.com, you can remind customers about your gym s newest features, or reward regular readers with a VIP offer. Use our Direct Mail feature to send stunning invitations to up and coming events, such as a taster day of your newest classes or the chance of a tutorial with a personal trainer. With BriefYourMarket.com, the possibilities are sky high, and they re all at your fingertips.

15 Retention & Advocacy We Miss You! 2 months after last visit Backsliding members At this stage, you should have a holistic view of your customer base, from dedicated readers to those who are backsliding. They key is tailoring your cross-selling, upselling and general communication to these groups. Customisation and segmentation is key here. For those who are backsliding, you may want to consider sending a We Miss You! and a small offer on your services in order to regain their interest.

16 Retention & Advocacy Renewal Reminder 1 month before renewal is due SMS Existing customers With BriefYourMarket.com, you can automatically send a reminder message to your list of customers who are due to renew their membership. Reach members on the go by communicating with them via personalised SMS messaging. This simple gesture keeps you at the front of your customer s mind, so that they will automatically consider you when the time comes to renew. You can even include a short-code Call to Action as part of the message, inviting the customer to text back YES or NO for a call back. Once you receive your YES, give them a ring! Worried that texting s intrusive? Don t be. Your SMS should tie in as a relevant part of the customer journey- so they ll be more than happy to hear from you when the time comes!

17 Get In Touch If you enjoyed this guide, why not get in touch? T: +44 (0) E: W:

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