How a fitness chain reduced member churn by 40% with proactive feedback management
FitPro was experiencing high member churn but didn't know why people were leaving. Their annual survey provided insights too late to retain at-risk members.
Launched Customer Echo across all touchpoints - from equipment QR codes to class feedback forms. Used predictive analytics to identify churn risk and automated personalized retention campaigns.
40% reduction in member churn
3x increase in class attendance
50% improvement in equipment satisfaction
25% increase in personal training revenue
"Understanding member sentiment in real-time allowed us to fix small issues before they became reasons to cancel. Customer Echo paid for itself in retained members within 2 months."
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