Fitness Industry in the Spotlight, Applause for NL Actief
The COVID-19 crisis has impacted the fitness industry, but how are we dealing with it? NL Actief director Ronald Wouters, one of our five partners, was recently a guest on BNR radio. He discussed the importance of communication with customers, and we fully agree! In fact, we are happy to contribute to this effort.
Wouters: “Communicating with customers is important, explaining ‘why?’ If you do that well and have a good relationship with your customer, you can work together toward a solution.”
Listen to the segment here on BNR.
Our research results show connections that confirm these statements. The better your relationship with the customer—i.e., the higher your NPS—the greater the loyalty from customers to remain members and keep paying. Investing in this relationship is therefore of paramount importance, even during a crisis.
Wouters was also a guest on the television show ‘Op 1.’ His position? The fitness industry is prepared and ready for the new 1.5-meter society. He pointed out that:
- Social distancing is being effectively managed by setting up routes and taping off equipment.
- Hygiene in the fitness industry has always been of a high standard.
- Coordinating the number of people in the gym is well-managed through scheduling sports visits with apps and time slots.
- Instructors are used to giving people guidance.
Wouters: “A protocol was developed through collaborative thinking with entrepreneurs and experts to determine what is possible.”
Watch the segment of Op1 here starting at 09:53.
At Feedback4Sports, we are particularly pleased to see so many initiatives from entrepreneurs in the industry. Are you curious if and how your members appreciate the replacement and supplementary services you offer during this time? We’d be happy to help you research this. Read more here.
