Member Experience: Is Self-Service the New Full-Service?
With screens allowing clients and members to do everything from obtaining initial information about a gym or studio, registering for classes, and checking in at the location, the need for personalized, face-to-face communication is vastly diminished. It’s more obvious now than ever, in the midst of a pandemic that has forced would-be gym goers to stay home, that many of the things we previously accomplished in a facility or studio can be done without personalized interaction with instructors or front-desk staff members. We live in a world of instant gratification, and on-demand is what the world now expects.