3 Ways to Quantify Community
Here are my three favorite ways to improve your business through customer engagement and better quantifying and building community at your boutique studio.
Fit Fam Connection Continuum
Some of My Core Barre Fit Fam
Ensure your instructors are authentic, caring, and attentive. You can cultivate this with ongoing feedback and connection between instructors and studio leadership. Incentivize and be specific about connection expectations between instructors and customers. An app like Fitgrid, can help automate some of this. In studio sessions, invite instructors to welcome customers with a genuine and heartfelt hello; invite instructors to be in fluid awareness during session and adjusting and connecting continually, and end with a grounded goodbye moment.
Strategic and Specific Customer Experiences
Where can we be more specific and strategic with customers during all phases of their lifecyle?
First, think about and/or secret shop a new customers First Visit. What are instructors doing to ensure this is great? Do your customers know how to best prepare? Are customers followed up with? Next, focus on a new customers first 30 days with your business. I suggest / best practices are that you implement 4-8 touch points with newer customers to ensure they are meeting their goals and enjoying your studio experience via text, e-mail, phone, and in person conversations. Next, what about ongoing community connection for your longer term customers? The list of what you can do for ongoing / long term customers is so infinite! Some of my favorite strategies include having rewards, recognition, and retreats.
Measure, Measure, Measure
So much of life is a dance between tangible and intangible experience. I propose that we want to track at least 3-5 metrics related to connection and community to see what is working, what isn’t, and take the time to modify and adjust processes accordingly. For example, I found that my annual challenge was a great success with increased attendance, recognition, and rewards. So, I made sure I offered one a year and tried to do something community building for long term customers quarterly.
Big thanks to Fitgrid for inviting me to lead a webinar on this topic today. Click the button below if you want to hear more about Fitgrid.