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try before you buy

This weekend I’ve been on 4 gym tours as sadly Stoke Park is closing for a 2-year refurb. What strikes me is the amount of balls being dropped – be it unanswered phone calls; weak tours; no follow-up; lack of try before you buy; poor arrival; etc.

There are so many moments to maximise conversions. Fixing these will unlock £ millions of #revenue. Every moment matters.

How is your customer journey in terms of where are the balls being dropped? Do you know? Have you recently experienced your customer journey end-to-end anonymously?

I love doing customer experience audits – if you want an honest external perspective and recommendations, get in touch.

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Best

Ali