Martin Darby has been CEO of this private equity owned business since May 2010. He is an experienced retailer and hospitality operator having worked with some of the world’s best known brands including Vodafone, Starbucks Coffee, Disney, FIFA and Marks & Spencer. Martin has a master’s degree from Oxford (Brookes) University England, specializing in driving customer experience and brand loyalty.
Sessions and description: "Transforming Members into Celebrities"
Summary: Martin will illustrate, using his own varied career experiences, plus Celebrity Fitness members’ personal testimonials, how Celebrity Fitness has built an enviable industry reputation for customer focused activities that drive membership loyalty, recommendations and repeat custom.
His presentation will cover:
- Defining and positioning the membership experience
- Communicating and sharing experiences with members
- Measuring membership experience, with a specific focus on mystery shopping
The key take outs of this session will include:
- Lessons from commissioning and utilizing consumer research and mystery shopping to better understand and respond to member needs
- An insight into the key actions that can contribute towards extending membership satisfaction and membership life.
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About Celebrity Fitness:
Celebrity Fitness is the fastest growing Health, Fitness and Wellness Company in South East Asia with over 100,000 members and over 40 clubs in India, Singapore, Malaysia and Indonesia. In 2012, Celebrity Fitness has continued its rapid expansion with the opening of additional clubs across Singapore, plus continued expansion of its club foot print in Jakarta and Kuala Lumpur. Celebrity Fitness is currently the largest fitness chain in both Indonesia and Malaysia.
