Ep 16: Making Customer Experience your Competitive Edge with Chris Stevenson and Marisa Hoff
Great marketing doesn’t always come from branding, social media or SEO—it starts with how you treat your customers.
In this episode, we’re diving into why customer support is an excellent marketing strategy you might be overlooking and how you can use it to build loyalty, boost retention, and attract more members to your studio.
Our guests are Chris Stevenson and Marisa Hoff, owners of The Empower Group. Together, Chris and Marisa own and operate an award-winning health club, and they help others do the same.
A little bit about Chris and Marisa:
Chris Stevenson, a former Power Ranger stuntman, and Marisa Hoff, an elementary school teacher, both found their calling in the health and wellness industry over two decades ago. Together, they owned and operated an award-winning health club that thrived on an unparalleled member experience driven by proper staffing, systematic operations, and world-class leadership. Since 2014, Chris and Marisa have been empowering small businesses, parks and recreation organizations, and audiences with the firsthand insights they gained.
Here’s a quick rundown of what we covered on customer experience competitive edge:
Chris and Maria’s background running a health club.
What was the ‘aha’ moment when they realized member experience was the foundation of their club’s success?
How can studio owners create a culture of care that their team genuinely embraces?
What are some key components of a system supporting excellent customer service?
What’s a common mistake they see studios making regarding customer care, and how can they fix it?
What simple but effective ways can studio owners elevate customer support today?
What’s one piece of advice you’d give to studio owners who want to turn their clients into their biggest brand advocates?
Connect with Chris and Marisa
www.tegfirm.com
linkedin.com/company/theempowergroup
@the_empower_group
Other resources mention in this episode
VideoAsk - tool to guide clients through creating video reviews
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