Bill McBride - Integrating a Comprehensive Delivery System for Consistent Customer Service

Integrating a Comprehensive Delivery System for Consistent Customer Service reviews how health/fitness clubs can provide consistent service delivery throughout all member touch points. The DVD details how facilities can unlock the “connection lock” involved in offering inclusive service for all members. The DVD also explains how clubs can incorporate focus and intensity in their efforts to create the “wow” factor in their customer service approach.

Among the topics covered:

• Consumer sentiment index
• Trends in population health management
• Net promoter score
• Qualities of your team
• Why people leave
• Who are you hiring
• Evaluation model
• Sales