Body Alive connected member feedback, service recovery and reputation growth.
Body Alive Fitness used the Real Time Feedback platform to create a stronger member-feedback loop and accelerate online reputation growth across multiple locations.
The challenge
The brand’s average rating across four locations had stalled at 3.17, limiting the public proof prospective members saw online and leaving some negative experiences unresolved before they became reputation problems.
The operating response
By connecting member communication and feedback workflows with its operating systems, Body Alive created a more consistent path for members to share experiences, for management to respond, and for satisfied members to contribute authentic public reviews.
“Real Time Feedback is building up our SEO, our reviews, and it is also bringing in more customers.”Shannon Jennings, Marketing & Operations Manager, Body Alive Fitness
Apply the operating model to your environment.
Use the same capture, ownership, recovery, reputation and measurement disciplines around the service moments that matter in your operation.