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Fusion Lifestyle appoints Retail Eyes to launch a bespoke customer experience improvement programme
Tue 31 January 2012
Sports and Leisure organisation Fusion Lifestyle has appointed leading customer intelligence company Retail Eyes (recently acquired by Market Force Information) to roll out a bespoke customer experience improvement programme across its 47 facilities nationwide.
Retail Eyes has worked closely with Fusion Lifestyle to create a bespoke customer experience programme that is aligned with Fusion Lifestyle’s training and management modules.
The monthly programme at 47 facilities will initially focus on the experiences of making enquiries through mystery phone calls about costs of using facilities such as the swimming pool and mystery visits to the locations for tours of the facilities available. The programme will also include online enquiries via Fusion Lifestyle’s website to understand how quickly and accurately these are responded to.
The results of the programme will be made available to the Fusion Lifestyle management and centre teams via Retail Eyes’ Customer Intelligence Platform where they will be able to view results and analysis in real time.
Peter King, Group CRM manager at Fusion Lifestyle said: “We are continuously improving the facilities and services we offer to people in our local communities. Our focus is on putting our customers first. The programme Retail Eyes has developed for us, combined with their wealth of experience, will help us get a far greater understanding of the delivery of some of the fundamental service, offer and experience standards at our facilities. The programme will help us pinpoint where we can maximise our investments to give our customers first class experiences”
Tim Ogle, CEO at Retail Eyes said: “We are delighted to be working with Fusion Lifestyle and are relishing the opportunity to work with this registered charity to help them improve the experiences of the customers they serve in their local communities.
Competition in the sport & leisure industry is exceptionally tough and consumers are being ever more considered in their spending. Fusion Lifestyle’s desire to improve the level of customer experience they deliver is testament to the focus and commitment the organisation has on the people who matter to them most, their customers.
Our programme will help the Fusion Lifestyle team identify where and how their business and staff can make a positive impact with their customers. We expect that by engaging everyone in the Fusion Lifestyle organisation we will start seeing improvements coming through quickly and increasing both customer and brand loyalty”.
Retail Eyes has worked closely with Fusion Lifestyle to create a bespoke customer experience programme that is aligned with Fusion Lifestyle’s training and management modules.
The monthly programme at 47 facilities will initially focus on the experiences of making enquiries through mystery phone calls about costs of using facilities such as the swimming pool and mystery visits to the locations for tours of the facilities available. The programme will also include online enquiries via Fusion Lifestyle’s website to understand how quickly and accurately these are responded to.
The results of the programme will be made available to the Fusion Lifestyle management and centre teams via Retail Eyes’ Customer Intelligence Platform where they will be able to view results and analysis in real time.
Peter King, Group CRM manager at Fusion Lifestyle said: “We are continuously improving the facilities and services we offer to people in our local communities. Our focus is on putting our customers first. The programme Retail Eyes has developed for us, combined with their wealth of experience, will help us get a far greater understanding of the delivery of some of the fundamental service, offer and experience standards at our facilities. The programme will help us pinpoint where we can maximise our investments to give our customers first class experiences”
Tim Ogle, CEO at Retail Eyes said: “We are delighted to be working with Fusion Lifestyle and are relishing the opportunity to work with this registered charity to help them improve the experiences of the customers they serve in their local communities.
Competition in the sport & leisure industry is exceptionally tough and consumers are being ever more considered in their spending. Fusion Lifestyle’s desire to improve the level of customer experience they deliver is testament to the focus and commitment the organisation has on the people who matter to them most, their customers.
Our programme will help the Fusion Lifestyle team identify where and how their business and staff can make a positive impact with their customers. We expect that by engaging everyone in the Fusion Lifestyle organisation we will start seeing improvements coming through quickly and increasing both customer and brand loyalty”.
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