客户保留高度依赖客户忠诚度，而客户忠诚度又与成员的整体高度相关emotional rating as a “net promoter,” or advocate of the studio. When clients become net promoters, it reflects the emotional attachment they have made with the people, programs and services of the studio (e.g., memorable experiences).

可以通过衡量客户和/或成员对四个查询的响应来评估会员忠诚度：（i）他们对工作室的热爱程度；（ii）它们对整个工作室体验的评分（例如，令人难忘的经历的积累）；（iii）他们将其他人推荐给工作室的可能性；最重要的是（iv）他们仍然是工作室客户的可能性。

在几乎每种情况下，那些收到的客户都有最高评分这些区域的客户（例如，五分尺度上的五个或10分）是那些收到的客户great member service, and have fond memories of their studio experience.

超出了客户忠诚度的问题the simple, but universal truths that clients share in various health/fitness industry studies when they’re asked about those moments of truth (e.g., interactions between the client and the studio) that have the greatest influence on their perception of value, and ultimately on whether they become loyal clients and advocates. In nearly every instance, a number of universal truths inherent to the “membership” experience are detailed, with the primary focuses on staff friendliness, knowledge, and availability.

Other important components include feeling valued by management and staff, feeling cared for, responsiveness of management, socially inviting ambiance, establishing relationships with other clients as well as staff, and finally, having pride in their involvement as a client and/or member of the studio.

从哪儿开始？遵循以下准则：

Create a theme and then develop the proper stage, props, and script to bring it to life.

Walt Disney understood this concept better than anyone. Over the past several decades, Disney has honed the experience model by establishing a distinct and unique theme for each of its parks, and then making sure each has the right stage (facilities), right props (rides and people), and script (the experiences it wants to generate and how each staff person fills a role).

拉斯维加斯考虑的所有因素都以迪士尼为基础，并根据各种阶段的经验建立了整个城市区域。关键是，当企业（在这种情况下是一家工作室）建立一个吸引人们的主题时，可以通过适当的脚本，分期和表演来始终如一地交付，人们会反复地经历它。

Not surprisingly, Disney and Vegas both profit considerably from the repeat business they generate.Identify an experience that will be unique.

It does not have to be elaborate; it just has to be different (in a positive way). Just as important, it has to be deliverable. Your differentiation should be obvious to prospects and clients.

How you differentiate the experience is up to you, but examples of how you can do this include the look of your facility, the types of programs you offer or the approach you take in caring for the client and/or member. The cycling experience at Soul Cycle is so unique that it attracts a passionate client base prepared to spend on the experience. CrossFit affiliates, no matter what you may think of their program, offer a unique experience that attracts fanatical and loyal clients.

Once a theme is selected, determine what facilities and props you willneed.

例如，CrossFit设施的外观通常非常斯巴达，包括戒指，轮胎，绳索，自由权重等设备。这些道具与CrossFit的整体主题相符，CrossFit的整体主题是提供极具挑战性和斯巴达人本质上极具挑战性和斯巴达人的训练方式。bob官方app在Exhale时，他们的工作室有一个亚洲主题，​​与他们的思维/身体方法保持一致。

建立一个支持主题的脚本.

A script refers to the policies, programs, standards and services a studio offers. These elements must support the theme. For example, standards can serve as the framework for how your brand’s theme is delivered across each touch point of the client’s experience.您的程序应创建和交付，以便它们与您的品牌主题无缝保持一致.

Make sure the team can deliver on the theme.

该元素要求员工的职位描述使工作室打算提供的经验。如果您保留独立承包商，那么在他们的协议中，应该是一个部分，即在与客户和公众互动时遵守品牌主题标准的重要性。

This ingredient also necessitates that the studio provides the proper education and training for its staff so that everyone can successfully deliver on the studios brand promise and theme. The Disney Institute, for example, hires cast members and then provides the appropriate education and training so that the cast members can deliver on the Disney script.

Does your studio have traditions?

If not, get started. One of the defining elements of any great culture is its traditions. Traditions serve as “glue” that seals people to the culture. Exceptional companies understand that long-held traditions are important contributors to outstanding customer loyalty.

A few of the actions a studio could consider in starting its own traditions include:

1. Identify one or two events or activities that would have the greatest value to your local community, as well as the members of your studio. Determine what the members find appealing and then develop a program or event around it.
2. Once you have identified the right event or activity, make it permanent. Traditions tend to be based on several factors, such as consistency over time, predictability (think cultural traditions, such as Halloween or Valentine’s Day), and predictability concerning what can be expected. At O2 Max Fitness they have created an event called MAX Event Ready which assists young adults get physically prepared for that one special event (e.g., prom, wedding).
3. Make sure the tradition has perceived value and provides positive memories. These are the memories that lead to the desire to repeat the experience. All factors considered, a studio’s traditions need to create the opportunity for clients to generate such favorable memories.

Remember, at the end of the day and in this very competitive environment which is the fitness studio and gym space, it’s essential to establish a unique and differentiated theme for your studio and将您的工作室与背包分开.

从主题构建您所做的一切，从设施和设备到团队互动和吸引客户的方式。没有任何机会，您将获得回报。