Case Studies
Client
Les Mills
Quick Overview
Completely automated member welcome email solution.
Members receive emails as if each gym manager had typed and sent each one.
Les Mills Customer Retention
Les Mills maximises the retention of its customers by automatically emailing and surveying customers based on the stage of the customer lifecycle they are at, how frequently they go to the gym and which gym they attend.
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What was needed
The way customers behave during the first weeks of their membership was crucial to the fitness regime they would establish and their likelihood to stay a member.
An automated email communication and survey solution was needed to welcome and encourage new members but also to get vital feedback at key points in their new membership.
What was done
Datacom and Ubiquity connected the Les Mills CRM solution to our multichannel marketing platform. New members receive a series of highly personalised, targeted email messages and online surveys based on the date they joined and the number of visits they have made.
It's completely automatic. All Les Mills need to do is view reports which are changing in real-time.
The outcome
We were able to integrate into the Les Mills CRM for a solution that precisely met the marketing needs.
Les Mills' customers receive highly personalised emails from the manager of their gym at the key points in their lifecycle based on their behaviour.
It runs automatically every day and requires no manual intervention from Les Mills or Ubiquity. Yet the customers get their emails as if the gym manager had typed and sent each one.
It gives an unusually high level of customised service and also helps Les Mills maximise the retention of its customers by talking to them in a relevant and meaningful way, on the day most appropriate to each of them.
In the two years the automated email programme has been running, Les Mills has noticed a significant decrease in new customer churn, as part of their ongoing customer retention programme.
