mma for business. fitness presentation from the 2013 fitex conference in auckland, nz

Presented by Shara Curlett www.revx.co.nz © REVX NZ Ltd

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...empowered buyers

that demand a new

level of customer

obsession

‘Competitive Strategy in the Age of the Customer’ – Forrester, June 2011

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Average # visits

Complaints

received

Service Excellence

(i.e. resulting from

staff training)

Quality of Member

Engagement

(i.e. Referral rates,

conversion rates, etc.)

Capacity and

Capability of

Workforce

(i.e. Staff training,

meeting attendance,

etc.)

(example only)

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Future thinking

Agility

Intelligent

Risk-Taking

Reinforce your

Brand

Tell the

World

Assess

Time vs.

Return

Customer

Engagement

Be Real

Cultivate

Friendships

Surprise

& Delight

Ask & Listen

Communicate

Effectively

Quality Control

Embrace

Creativity

Stand Out

Get Noticed Re-Imagination

Maximise

Leverage

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customer is

sometimes simple is better

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it’s about

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Social Media

Content-Focus

Face-to-Face

Subscription

Sales

Affiliate

Referral

Directory/Listings

Website (broad)

Advertising (broad)

Promotions

Events

PR

Media Releases

Re-brand

Going “Viral”

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Blog

Facebook Posts

MOD

LOW

MOD

DIFF.

Magazine article

Radio Show

LOW

MOD

EASY

EASY

Goodle Advertising MOD MOD December campaign HIGH DIFF.

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Blog Article

Facebook

Posts

$0

$0

MOD

LOW

MOD

DIFF.

Website Hits

Engagement

# Hits

% Engage

# Hits

% Engage

Newspaper

Flyer Drop

$1000

$500

MOD

MOD

HIGH

MOD

Response Rate

Sales

# Respond

# Sales

# Respond

# Sales

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