ACADEMY

Building Better Member Journeys. Driving Long-Term Retention.

Creating a consistent, high-quality member experience doesn’t happen by chance.
It requires clear structure, aligned teams, and a shared understanding of what great looks like at every stage of the journey.

Our Academy is designed to help operators define, deliver, and embed a member journey that drives engagement, retention, and long-term loyalty.

What We Deliver

We work with you to create a fully aligned, end-to-end member journey that is simple, practical, and easy for teams to apply.

• A clearly defined member journey - from first contact through to loyalty and advocacy

• Agreed experience standards and behavioural expectations at every stage

• A practical framework connecting customer experience, operations, sales, retention, and exercise support

• A focused set of KPIs to track consistency, experience, and retention

Our Approach

A Collaborative, Insight-Led Process

We begin with a structured discovery phase, working closely with key stakeholders to understand:

• What your ideal member journey should look like

• Where current delivery varies across sites

• What needs to change to create consistency

This includes reviewing existing processes, mapping the current journey, and identifying key “moments that matter.”

From there, we define the service standards, behaviours, and touch-points that should be consistently delivered across your entire estate.

For a full list of courses and workshops, or to discuss a specific up-skilling requirement contact Dave Swis.

See what our customers say about our work.

Dave Swis

Dave Swis