SPEAKER: Jennifer & Pierre

DATE: 7 November 2019

NICE TO MEET YOU!

2

International retention manager

Joined the company in 2007

12 years of experience in Fitness Industry

Started as a club manager and worked through all roles in operations

8 years experience for large International Contact Centers

International customer care manager

Expert in Fitness, Personal Training; joined the company in 2011

Over the past 18 years, I have been at the heart and helm of the Fitness Department for 4 of the biggest corporately-run gym chains in the world.

Active in Branch Organizations: Europe Active Professional Standards Committee Member, CEN-TC 136 Workgroup Committee Member.

MEMBER EXPERIENCE PROMISE

3

Dear Member,

We want you to have a great experience.Starting with setting clear goals and finding yourfit with our smart tools, programs and classes.We are happy to welcome you to our community of members getting stronger, fitter and better at life.

Every step along the way we proudly celebrate and facilitate who you are and where you are in your fit journey.

Getting fit has never been easier, your perfect workout awaits you wherever you are and whenever you want.

All you have to do is… GO FOR IT!

~ TEAM BASIC-FIT

IF YOU ARE FIT,

YOU FEEL

WHY

4

5

At Home Experience

Fitness Instruction

CUSTOMER EXPERIENCE

6

Customer Service

In-club Experience

Member Sign Up Process

Nutrition Advice

7

CUSTOMER SERVICE: IN WITH THE NEW…

SAVING COST AND IMPROVING CUSTOMER SATISFACTION

8

Our self-service strategy is scalable, accurate and efficient

Recognition of questions by ruby

86%

87%

88%

89%

90%

91%

92%

93%

9

SAVING COST AND IMPROVING CUSTOMER SATISFACTIONRuby can accurately answer 90% of questions being asked

10

SAVING COST AND IMPROVING CUSTOMER SATISFACTIONOur customers are happy with our self-service tools

11

Customer care & call center costs per club

SAVING COST AND IMPROVING CUSTOMER SATISFACTIONOur costs and case volumes are decreasing relative to the club growth

€

may jun jul aug sep oct nov dec jan feb mar apr

2019

2018

THE NY RESOLUTION STORY…

12

DECEMBER JANUARY

NOVEMBER OCTOBER

CUSTOMER JOURNEY

13

O N B O A R D I N G R O U T I N E

Set your goal

01

Find your fit

02

See results

05

Get rewarded

06

Make it a habit

04

Discover Your Membership

03

Keep your groove

01

Push past plateaus

04

Set the next goal

02

See results

05

Get rewarded

06

Discover what’s new

03

IMPROVE ENGAGEMENT BY LEARNING MORE ABOUT MEMBERS

IMPROVE ENGAGEMENT BY LEARNING MORE ABOUT MEMBERSContinued growth of our LoS requires focus on Gen. Z’s and Millennials

IMPROVE ENGAGEMENT BY LEARNING MORE ABOUT MEMBERS

Female Male

65+

51 - 64

36 - 50

35 - 26

25 - 18

0 - 17

Unknown

We are effectively targeting this group with our digital customer journey

IMPROVE ENGAGEMENT BY LEARNING MORE ABOUT MEMBERS

Get stronger

Lose weight

Get fit

Improveperformance

Better condition

Members who start with personalized 6 week program visit more frequently

IMPROVE ENGAGEMENT BY LEARNING MORE ABOUT MEMBERSWe know our members and use this to provide relevant, personal advice at the right time

19

WE ARE