VALLEY LEISURE CASE STUDY
VALLEY LEISURE IS A CHARITABLE ORGANISATION ENGAGING WITH ALL SECTIONS OF THE COMMUNITY TO PROVIDE EXCELLENT SPORT, LEISURE, HEALTH AND WELLBEING SERVICES ACROSS THE FOUR CENTRES THEY MANAGE IN THE TEST VALLEY.
A 'NOT FOR PROFIT' ORGANISATION PROVIDING HEALTH, WELLBEING AND LEISURE SERVICES - KEEPING PRICES AS LOW AS POSIBLE AND OFFER CONCESSIONARY RATES TO THOSE MOST IN NEED...
Valley Leisure Ltd Leisure is a leading health and fitness provider. Valley Leisure Ltd's vision, to deliver consistently high levels of customer service, requires the successful development of a leading customer retention process.
Valley Leisure Ltd wish to develop and deliver a Customer Experience that increases customer satisfaction, retention time, customer loyalty and reduces attrition rate across the portfolio of Valley Leisure Ltd Leisure sites.
Valley Leisure Ltd requires a customer experience that is distinguishable from those of other health and fitness providers, reduces attrition and consolidates existing business.
This proposal outlines the detailed work required to complete the project and is in four stages. Stages 1 and 2 are situational analysis and strategy development. Stages 3 and 4 were training delivery and evaluation and is based on the conversation and scope document provided by Lynn Bayliss..
THE CUSTOMER JOURNEY:
DR PAUL BEDFORD CREATED A UNIQUE CUSTOMER JOURNEY THAT CONSIDERS THE BEHAVIOUE AND EXPERIENCES OF NEW AND EXISTING USERS AS THEY ENGAGE WITH THE FACILITIES AND SERVICES PROVIDED BY VALLEY LEISURE.
Understanding the benefits associated with health and wellbeing has always been difficult for prospective and existing customers to grasp, with no fixed outcomes or deadlines. Therefore customers have to be encouraged to consider the benefits of being physically active themselves in both the short and long term.
The content of the training was developed collaboratively with Valley Leisure's senior management team and managers of the key area.
WE REVIES AND MODIFY THE FOLLOWING CUSTOMER INTERACTION TOOLS IN LINE WITH THE NEW RETENTION STRATEGY:
- Sales Process
- Daily Operations
- Gym Inductions
- Ongoing Member Support
The training will also develop core skills in customer focus, communication, sales, support and encouragement and will be run as modules at locations to be determined by Valley Leisure Ltd.