Posted by Emma Halpin on April 28, 2016
What Makes a Loyal Customer?
What makes health club members so unsatisfied that they want to cancel their membership, or so thrilled that they tell their friends to join?
In 2015, Listen360 analyzed over one million customer feedback surveys to learn what aspects of the customer experience had the biggest impact on customer loyalty in the health club industry. What makes customers happy or unhappy, and what helps grow customer loyalty?
Jon Nasta of Retention Management brings insight in the Net Promoter data analyzed in the study. He covers top barriers and delighters by segment.
Read the complete article HERE.