Member Experience

Some of the most exciting developments across the organisation are being developed in the Member Experience arena. The ‘Top 10 essentials’ that underpin our Member Experience are now part and parcel of working in a Fitness First club. Our monthly member insight programme (MIP) is already in place in every country and allows us to measure and respond to member feedback.

Star Guest, our in-club lapse prediction/member contact tool is proving extremely successful at enhancing member visit frequency. Our loyalty and reward programme, First Club, provides our members all over the world with fitness and lifestyle rewards, discounts, offers and promotions, both from Fitness First but also national and international retail and leisure partners. Finally, two other major projects currently underway are the development of global platforms for Web and Customer Engagement Management (CEM), affording us the opportunity to build on already successful member communication, and provide members with ever more relevant, timely and personal communication and web content, and tools to help them reach their goals.

Our commitment to investment in these global initiatives and resources to drive them will continue until every one of our members feels welcome, valued, and inspired to lead a healthy lifestyle.