Gone are the days when a smiling face at reception whilst purchasing a membership was all it took to deliver fantastic customer service. It’s now time to nail that online joining experience for your customers.
In this digital world, buying a membership online might be someone’s first interaction with you as an operator. And we all know that first impressions really do count. A clunky joining process or a confusing list of available memberships could easily lead to prospective customers looking elsewhere.
So how can we make sure your joining process is as straightforward as possible, so users aren’t tempted to abandon or shop around? Our previous blog post was an overview of GladstoneGo, our new SaaS solution for joining and booking, including the 4 simple steps involved in our new joining process. If you missed it, you can have a read here!
But right now, we’re going to take a closer look at the new joining process and how both you and your customers will benefit.
Make it your own
When developing GladstoneGo, we recognised that each of our operators need to collect different info from their new customers, it isn’t a one size fits all situation. Because of this, we’ve made sure that the joining process can be completely tailored to your needs. You can ask for as little or as much information at this stage as you like. Simply pick and choose exactly what you need to know - anything you like. And we really mean anything! Do you need to know all users’ registration plates to monitor your car park usage? Not a problem. Simply choose Registration Plate as a necessary field in the joining setup.
To make the join flow as quick as possible, we recommend asking for minimal information initially. But later on, users will be able to add more details in the My Account section to complete their profile, so don’t worry, you won’t miss out on this data!
Keep the process “in” your website
We know how hard you’ve worked to make your website look great, and we’re not about to take away from that. Not only can you customise GladstoneGo with your branding and colours to make it your own, the whole process remains in your website for a seamless experience.
Take a look below at our very own demo site, TreadActive, to see how the joining process blends in seamlessly with the website:
Bye Bye Manual Updates
Your customers will always be on the latest version of GladstoneGo - updates happen instantly for everyone at the same time! Due to GladstoneGo being in a continuous development cycle, new features and functionality are always coming online . And we listen to you on what you'd like to see next - simply go to the customer portal and start a discussion thread or upvote any suggestions already on there that you'd like to see. We look at this when we're deciding what features and functionalities to prioritise next so make sure you have your say!
On top of this, Go can be used on any device - desktops, tablets, laptops and mobiles, it renders to fit any screen size automatically so no elements are cut off.
No more confusion
Ever had customers calling up because they’re confused by a long list of membership options and what they mean? Not anymore. Our unique ‘tagging’ method means that you can tag your internal codes for your subs to a plain English version for your customers.
As an operator, you will still see your familiar codes, but customers will only see the simple version (Gym Only, Swim Only etc). There’s no confusion and customers know exactly what they’re signing up for.
Modern, recognisable experience
In this modern world, consumers are used to signing up to a subscription in a few simple steps. Let’s take Netflix as an example. A simple 3 step process which involves picking a plan, inputting your name and email and payment details. This quick process is exactly what the modern consumer craves – and that’s exactly what we’ve done with Go. You can see just how Go reflects a modern consumer experience below:
It's as simple as that!
Customer-led journey
Your customers can take as much time as they need to browse and choose their perfect membership. They can see what’s available at each site and all prices are visible. No confusion and no pressure!
As GladstoneGo is in a continuous development cycle, we are constantly working on new features and updates to make the platform even better. Here’s a sneak peek of what to look out for!
Group Memberships - We know how useful it will be to our operators to give their customers the option of purchasing memberships for multiple members (eg. Family memberships) so keep an eye out for this!
RCP – Recurring Card Payment, sometimes known as Continuous Payment Authority, means that payment is taken directly from a credit or debit card each month (Netflix uses RCP!). It puts the operator in control and makes it easier for the customer to sign up to, as they only need to input their card number.
Want to know more about RCP? Have a read of our blog post here.
Discounting – With the industry just starting to get back on its feet after lockdown closures, we realise that operators probably won’t be in any particular rush to start using discounts. But we recognise that this will be a handy tool to have in the future. 20% off all subs in January? 15% off for the first 50 customers who purchase a Swim membership following the reopening of your new pool? The possibilities are endless, so stay tuned.
We hope this gives you a deeper insight into the joining feature in GladstoneGo and how it shakes up the typical browsing and joining experience. Keep an eye out for our next blog post which will take a closer look at the booking side of things.
In the meantime, why not book a demo to see for yourself just how simple booking and joining can be?
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