Canada’s largest premium personal training company was looking to level-up their already strong customer onboarding process. With a new leadership team in place, there was an interest in leveraging cutting-edge BE insights to audit and optimize the existing client onboarding process and staff protocols. Their goal was to remain best-in-class in terms of customer experience, retention and referrals.
Our team utilized our proprietary Ecosystem Optimization Framework in combination with the ServQual Framework to design an optimized onboarding experience that also addressed the need to level-up staff and create a deeper understanding of the rationale behind the steps of the onboarding process. After a thorough research and benchmarking exercise, BeThink delivered the following three-stage optimization process.
