REEBOK CLUBS CASE STUDY
In 2006 IAN MAHONEY MD OF THE REEBOK SPORTS CLUB LONDON CONTACTED DR PAUL BEDFORS AFTER READING AN ARTICLE IN FITPRO BUSINESS MAGAZINE.
Ian had taken over the running of the business after the original management failed to make the business work. Having already achieved considerable successes Ian was keen to identify how The Reebok Sports Club could improve the customer experience and customer retention at the club.
After initial discussion to identify the specific brief it was decided that two approaches would be used. The first was data analysis using the same methods used in the national fitness survey. This would allow Ian to make direct comparisons with the UK market and his sector against numerous variables.
The second component was to interview customers whilst using the club. A questionnaire was developed that identified key areas of the business that required a deeper understanding.
REEBOK SPORTS CLUBS: INCREASED PERFORMANCE
BASED ON THE ACTIONS DEVELOPED BY THE REEBOK CLUB AND DR PAUL BEDFORD THE CLUBS PERFORMANCE INCREASED DRAMACTICALLY IN JUST A FEW MONTHS ...
- Data analysis of retentions and attrition
- Questionnaire development and design
- On site customer interviews
- On line customer questionnaires
- Strategy consultation