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Experience map
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Goodlife Health Clubs Membership Sign Up DOING Guiding Principles Customer Journey THINKING FEELING EXPERIENCE STAGES CONSIDERATION RESEARCH SHOPPING PURCHASE I'M A MEMBER Opportunities Referral sites Google searches Timetables Locations Social Media Call Buy in-club Transfer Email Free pass Text APPOINTMENT WALK IN PFP Prices OR Terms & Condi- tions Refer- rals PIF Contract Terms & Condi- tions Refer- rals Direct Debit Contract PFP Club tour Terms & Condi- tions Refer- rals Meet with MC Terms & Condi- tions Refer- rals Direct Debit contract Direct Debit Contract Call Recep- tionist Buy online Prices Image Galleries Facilities goodlifehealth clubs.com.au Buy other users' membership Gumtree. com.au WWW Talk to friends & family MC from trainer Workout Kick Start Paper work with trainer Using the gym Refer- rals Kick- start (optional) Kick- start (optional) Kick- start (optional) Kick- start (optional) Research gym options. Check timetables. locations, and facilities.Review prices. Research membership transfers Many users consider joining a gym for 3-6 months. Undergo sales process including PFP, prices, timeline and club tour. Purchase in-club DD or PIF Purchase online DD only Transfer Make an appointment Walk in Undergo kickstart Workout I need to start doing exercise. Should I join a gym or do something else? It needs to be something close to me. I feel bad about myself and the way I look I lack self confidence I need to start doing exercise I need to get back in to exercise I am moving house and I need to find a new gym I want a gym with better facilities I feel determined to make a change and feel better about myself. I don't know which gym is best for me - not all the details are online I feel confident that Goodlife is the right gym move for me except me. I am frustrated by sales people. I am proud of my exercise routine and I look good. I need help working out what I should do at the gym I don't have much time - I just want to sign up. I only want to know the prices - please don't try to sell me things I don't need. The people have all been really nice and I like the atmosphere This club seems to be able to give me the support I need. I'm just going to sign up online now - before I can change my mind. I feel positive that I've made the right decision to sign up I'm a little nervous that I am signing a 12 month contract and I won't use it. I'm excited about making a change and starting a new routine. My training is going well I need to get to the gym but havent had time My kickstart sessions have been really helpful I feel positive and am feeling better already I am getting nervous I have wasted my money I feel supported Enjoyability Relevance of Goodlife Helpfulness of Goodlife Enjoyability Relevance of Goodlife Helpfulness of Goodlife Enjoyability Relevance of Goodlife Helpfulness of Goodlife Enjoyability Relevance of Goodlife Helpfulness of Goodlife Enjoyability Relevance of Goodlife Helpfulness of Goodlife People choose a full service gym because they want better facilities, more support or classes. Most people will go into the gym before buying to review prices and/or atmosphere Walk past local gym Meet with MC Club tour Time line The customer service is more important than most customers realise. Customers want someone who listens to their needs. Location is the primary driver for people choosing a gym Focus on Goodlife's unique selling propositions Become industry leader for customer service Provide support throughout membership cycle Include more images and videos of the gyms on the website Provide customers with contact options including email Create PFP with options depending on user type Consider how to market specifically to users in consideration Provide a better customer experience for transfers Provide a more consistent customer experience for kick- backs Consider atmosphere when customer first enters gym - first impressions count Radio Events Casual leasing Local busin- esses Display banners Outdoor media Gym outreach Street reach
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Experience Map
Transcript of Experience map
Goodlife Health Clubs Membership Sign Up
DOING
Guiding Principles
Customer Journey
THINKING
FEELING
EXPERIENCE
STAGES CONSIDERATION RESEARCH SHOPPING PURCHASE I'M A MEMBER
Opportunities
Referral sitesGoogle searches
Timetables Locations
Social Media
Call
Buy in-club
TransferEmail
Free pass
Text
APPOINTMENT
WALK IN
PFP
Prices
OR
Terms & Condi-tions
Refer-rals
PIF Contract
Terms & Condi-tions
Refer-rals
Direct DebitContract
PFPClub tour
Terms & Condi-tions
Refer-rals
Meet with MC
Terms & Condi-tions
Refer-rals
Direct Debit contract
Direct DebitContract
Call
Recep-tionist
Buy online
Prices
ImageGalleries
Facilities
goodlifehealthclubs.com.au
Buy other users'membership
Gumtree.com.au
WWWTalk to friends & family
MC
from trainer
WorkoutKickStartPaperwork
with trainer
Using the gym
Refer-rals
Kick-start(optional)
Kick-start(optional)
Kick-start(optional)
Kick-start(optional)
Research gym options. Check timetables. locations, and facilities.Review prices.
Research membership transfers
Many users consider joining a gym for 3-6 months. Undergo sales process including PFP, prices, timeline and club
tour.
Purchase in-clubDD or PIF
Purchase onlineDD only Transfer
Make an appointment Walk in
Undergo kickstart Workout
I need to start doing exercise. Should I join a gym or do something else? It needs to be something close to me.
I feel bad about myself and the way I lookI lack self confidence
I need to start doing exerciseI need to get back in to exerciseI am moving house and I need to find a new gymI want a gym with better facilities
I feel determined to make a change and feel better about myself. I don't know which gym is best for me - not all the details are onlineI feel confident that Goodlife is the right gym move for me
I am scared - everyone looks like they know what they are doing except me. I am frustrated by sales people.I am proud of my exercise routine and I look good.
I need help working out what I should do at the gymI don't have much time - I just want to sign up. I only want to know the prices - please don't try to sell me things I don't need.
The people have all been really nice and I like the atmosphereThis club seems to be able to give me the support I need. I'm just going to sign up online now - before I can change my mind.
I feel positive that I've made the right decision to sign upI'm a little nervous that I am signing a 12 month contract and I won't use it.I'm excited about making a change and starting a new routine.
My training is going wellI need to get to the gym but havent had timeMy kickstart sessions have been really helpful
I feel positive and am feeling better alreadyI am getting nervous I have wasted my moneyI feel supported
Enjoyability
Relevance of Goodlife
Helpfulness of Goodlife
Enjoyability
Relevance of Goodlife
Helpfulness of Goodlife
Enjoyability
Relevance of Goodlife
Helpfulness of Goodlife
Enjoyability
Relevance of Goodlife
Helpfulness of Goodlife
Enjoyability
Relevance of Goodlife
Helpfulness of Goodlife
People choose a full service gym because they want better facilities, more support or classes.
Most people will go into the gym before buying to review prices and/or atmosphere
Walk past local gym
Meet with MC
Club tour
Timeline
The customer service is more important than most customers realise. Customers want someone who listens to their needs. Location is the primary driver for people choosing a gym
Focus on Goodlife's unique selling propositions
Become industry leader for customer service
Provide support throughout membership cycle
Include more images and videos of the gyms on the website
Provide customers with contact options including email
Create PFP with options depending on user type
Consider how to market specifically to users in
consideration
Provide a better customer experience for transfers
Provide a more consistent customer experience for kick-
backs
Consider atmosphere when customer first enters gym - first
impressions count
Radio
Events
Casual leasing
Local busin-esses
Display banners
Outdoor media
Gym outreach
Street reach
