Host Bryan O'Rourke welcomes the Retention Guru, Dr. Paul Bedford, to the Fitness + Technology Podcast. Dr. Bedford is the leading expert on retention in the world, and they waste no time delving right into Paul's area of expertise. How do gyms and health clubs regard their members, how can they use technology and analytics to customize and enhance member experience, and how can they retain members while maximizing their bottom line? Paul, who is based in London, travels the world sharing his passion and keeping up with breaking industry trends, and we're glad for the opportunity to welcome his wisdom.
“I don't think you can drop one digital solution in and get a miracle from it, because we're actually dealing with humans!”
Highlighed key topics discussed:
Bryan introduces Dr. Bedford to the show and asks about some of the work he has done compiling reports and industry data. What is the difference between retention and attrition?
Dr. Bedford discusses his 5-step retention strategy and previews his upcoming talk at IHRSA. (It's not hard to see why they call Paul the Retention Guru!)
What data and metrics should club operators be retaining, and how can they go about doing this in a non-obtrusive, easy to manage way.
Bryan asks Paul, during his travels what trends and developments has he seen regarding the application of tech in the industry. What does it mean to make an experience “frictionless?”
Bryan asks Paul one basic question: “Why aren't operators paying attention to their data yet?”
What about user experience? Bryan and Paul discuss the rise of European chains like McFit, and what other brick and mortars can learn from them in this increasingly competitive marketplace.
Paul shares with the listeners his parting thoughts and three things that club operators should be most concerned with: visits, interaction, and programming.
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