Using Technology to Personalize the Client Journey

To effectively guide gym owners, personal trainers, and franchisees in the dynamic fitness industry, it’s essential to embrace the latest trends. These include biohacking, digital fitness training advancements, and the growing popularity of fitness wearables. For strategies on how to make the most of these trends, check out my article on How to incorporate the top trends into your business in 2024. 

Client expectations for customization are at an all-time high. Since the pandemic, most clients and potential clients have been free to build their workouts around how, when, and where they want. As gym and studio owners, our rate of success in maintaining the relationship of current clients while attracting new clients, is all about ensuring our message and offerings are as specific to each individual’s needs as possible. 

Along with these high expectations, clients also want the freedom to manage their accounts, reservations, and payments, and learn updates independently. Let’s review how technology can help your clients feel like the experience is easy and specific to their needs, wants, and desires. 

Custom Branded App

Ultimately, an app has become an expectation for clients. Apps do one thing: make our lives easier. Clients have apps for banking, music, and social media. Why not simplify and streamline gym operations with a custom membership app?

Here are some reasons how an app can help showcase what your gym offers clients:

• Streamline the log-in process by saving credentials
• Quick access to what cients use and need most
• Ability to favorite things, making the experience unique to them
• A snapshot record of their day/week/month check-in history
• Simplify sharing their favorite providers and offerings to others
• Chatbot will help answer FAQs without having to reach out to anyone
• Deliver client retention opportunities with discounts and exclusive items for app users.

See the full features and functionalities of TeamUp's custom branded app here.

Why not simplify and streamline gym operations with your own custom membership app?

SMS Text Messages

When life starts pulling clients away from their gym habit, a week or two off can quickly snowball into a canceled membership. SMS notifications allow owners to communicate directly with customers. For more about TeamUp's SMS notifications feature and how to get started, see Send Customers Instant Updates with Automated SMS.

Here are some strategic messages to send to peak the interest of clients to return to the gym or check out something new:

• Specialized workouts
• Discount offers
• Referral programs
• Notifications for updates like hours, new providers, and new offerings
• Reservation reminders
• Abandoned cart reminders

Brand Experience and Community

Brand experience is what develops the relationship between the consumer and the brand in question. It consists of people's thoughts, feelings, interactions, and overall experience with your brand. When executed well, your technology can help develop community by giving your members a platform to stay informed about the goings on at your gym and to connect and communicate with other members.

Here are some ways your technology can enhance brand experience and community:

• An attractive interface with consistent branding and aesthetics will interest the user and keep them engaged
• Interactions within the app, like gamified responses to the completion of a workout, rewards, and other goal signifiers, show that they have the support from your gym to reach their fitness goals
• Launching a community communication posting board or messaging system within the app can help members build connections with each other
• Run a check-in or class attendance challenge during seasonally slow times to create friendly competition among clients to keep their commitment to movement and have the chance to win prizes
• Ensure that your platform has the ability to respond to behavior and connect clients with providers who are experts in the experiences their behavior shows they are most interested in.

Brand experience is what develops the relationship between the consumer and the brand in question. It consists of thoughts, feelings, interactions, and overall experience with your brand.

Want to learn more about using tech to bridge the gap with your clients? Don't miss our free downloadable guide Customizing the Client Journey.