1. Brought to you by:
Welcome to the webinar! We will begin the presentation shortly.

2. Today’s Host
Speaker: Greg Skloot
VP Growth at Netpulse

3. 3 Key Takeaways for Today
1. Why email surveys are dying
2. How Uber grew to $50B+ using mobile feedback
3. How fitness industry can use mobile feedback

4. Imagine if you had a crystal ball...
You would know:
1. Exactly what members are thinking
after each club visit
2. When to take action
3. How to prioritize goals and objectives

5. Feedback: How It’s Done Now

6. Same Old Problems
Good tools to start, but they don’t occur at the right time.
● Often too late to take action
● Often anonymous
● Requires effort from staff
● Unhelpful comments that end up in the trash
● Low response rate for email

7. Email Surveys are dying

8. Goals of Successful Feedback Program

9. How did Uber crush the Taxi industry?
Challenge Deliver a world-class customer
service to the taxi industry
Solution Integrate customer feedback
into the experience

10. Uber Mobile Feedback Results
Now Uber is worth $50 billion
Uber has grown to be the #1 taxi company and worth a whopping $50 billion.
● Extra friendly drivers
● Free water bottles
● Clean and tidy cars
● Average rating of an Uber ride is 4.8/5

11. How Uber Succeeded at Collecting Feedback
1. It’s built into the user experience
2. It’s required by all customers
3. It’s on mobile, making it quick and easy

12. Mobile Feedback for Health Clubs
Member finishes a
workout
1
Member gets a prompt
to provide feedback
automatically in the
Club Mobile App
2
Member can provide
additional details
3
Club Staff receives feedback in
real-time and can take action
immediately
4

13. Mobile Feedback Dashboard
● Receive feedback in real-time
● Call or email a member with just a click
● View a member’s rating history
Your Club’s Feedback All in One Place

14. Member Benefits
Members provide feedback
through their smartphone, which
they use everyday
Seamless Experience Habit Forming
Members can quickly tap their
response instead of filling out a
lengthy survey
Empowerment
Offering members an easy
way to give feedback
increases member retention

15. Club Benefits
You can take action based on
individual member feedback
Find Upsells, Prevent
Cancellations
Increase Quality of
Service
Staff perform better when
they’re being rated
Promote Positive
Reviews
Club advocates are prompted to
post to Yelp

16. Improving Your Club’s Value
Unlock mobile feedback and start generating positive returns for your club!
● Seamless experience
● Provides actionable insights
● Understand which members to upsell,
which to save
Mobile feedback is the most effective way to understand members

17. Get the ebook!
http://offers.netpulse.com/download-unlocking-mobile-feedback

18. gskloot@netpulse.com
netpulse.com
877-NETPULSE