How to build customer loyalty in your gym

May 29, 2023 | Gym marketing

Customer loyalty is essential for your gym to be successful and grow in the long term. When users are satisfied and feel valued, it is more difficult for them to leave. Let’s take a look at some keys and actions that will help you know how to build customer loyalty in a gym!

How to build customer loyalty in a gym


1. Use CRM tools

Not wanting to use a CRM in your gym is like not wanting to start the house from the ground up. This tool will help you to establish a solid foundation. How? Here are its 3 main benefits:

  • Customer loyalty: store customer information, such as preferences and training habits. With this information, you can personalise communication and offer tailored promotions and discounts.
  • Task automation: Automate day-to-day tasks such as sending welcome emails, appointment reminders, membership renewals and more. This saves you valuable time and resources.
  • Data analysis: generate reports and statistics on gym performance, such as customer retention rate or the effectiveness of promotions. With this information you can adjust your loyalty strategy and make better decisions.


2. Create quality content on social media about your gym

It is undeniable that social media is a key tool to attract and retain customers of a gym. By creating quality and relevant content you can get noticed and create an online community that will support and recommend you wherever they go.

Share photos and videos of workouts, nutrition and health tips, testimonials from satisfied users and anything else that might be interesting and useful to them.


3. Organise events and activities for your gym’s clients.

It sounds very typical, but they are a great way to raise awareness and customer loyalty in a gym. They don’t have to be big events, simply organise a meeting between your clients to improve your bond with them while fostering interpersonal relationships between them.


4. Reward the loyalty of your gym’s customers

One way to do this is to offer exclusive discounts to customers who have been members for an extended period of time. You can also offer free access to additional classes or activities, such as personalised training or complementary services.

Another idea you may not have thought of is to design a rewards programme, where customers can accumulate points for each visit and redeem them for exclusive prizes.


Keys to increase customer loyalty


Providing excellent customer service

The quality of the customer service you offer is one of the main reasons why people recommend a gym. Nowadays there are thousands of options, but if you are treated really well at one, you won’t want to change.

That is why it is important to offer a personalised experience, to pay attention to the individual needs of each user and to answer their questions as quickly as possible. This is definitely your starting point if you are looking to improve customer satisfaction and increase customer loyalty.

Creating memorable experiences

It is a good way to differentiate yourself from the competition while building loyalty. How can you achieve this? By personalising the customer experience through a welcome email, a brief meeting to guide the user according to their objectives, satisfaction surveys, etc.

Listening and responding to customer feedback

We think this is already clear, but: it’s essential that you listen to your customers. Use their opinions, suggestions and complaints to improve your facilities and services. No one knows better than they do what goes wrong and what works well, and it will show them that you care about their opinion. If customers feel that you are listening to them, it is more difficult for them to change gyms.

Offering attractive promotions

Promotions are a great way to encourage loyalty. There are myriad types and strategies for promoting a gym, from special promotions via email and social media to rewards programmes for regular attendance on certain days.

Rewarding loyalty

This is as simple as rewarding those customers who, month after month, make your gym work. As they say “it’s nice to be appreciated”, so think about how you can thank them for their loyalty. You can offer exclusive benefits, such as special discounts, members-only events or giveaways. Show your customers that you care and appreciate their loyalty and they will never let you down.

In short, customer loyalty in your gym is crucial. By implementing effective strategies to increase loyalty, you also improve customer retention while increasing overall satisfaction. By focusing on loyalty, you will create a solid foundation for scaling your gym in the future.

Let’s create a customer retention strategy for your box.

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A guide to improving customer retention in boxes

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