Customer experience: the 5 best practices to adopt

In an increasingly competitive industry, delivering a high-quality customer experience has become essential to building member loyalty at a gym.

Clients are no longer just looking for a place to work out—they want a complete experience that goes far beyond equipment. Whether through support, motivation, or innovation, gyms must adapt to their members’ high expectations to stand out and ensure their long-term success. In this article, we share the 5 best practices to transform the customer experience and create an engaging and inspiring environment.

1. Make a strong first impression.

A welcoming and well-maintained environment plays a crucial role in creating a positive first impression. By offering a clean and organized space, you build trust and show that the gym cares about its members’ well-being. To ensure each visit is enjoyable and that members truly feel at home, provide them with the necessary tools and resources—such as tracking apps, modern equipment, and specialized services—that make their experience smoother.

2. Build a dynamic community.

Organize group classes, challenges, or events to encourage interaction among members. A strong sense of belonging is often a key factor in member loyalty. By building a community, you enrich the overall experience and motivate members to return.

3. Show that you care about their success.

Each member comes with their own goals, and it’s crucial to show that their success matters to you. Some want a personal trainer, while others prefer working out alone—and that’s totally valid. The latter group, often more at risk of canceling, also needs support. Offering a mobile app with tracking tools and educational content helps keep them motivated, engaged, and loyal to your gym.

4. Provide responsive and thoughtful customer service.

Members need to feel heard and supported. Well-trained staff, ready to answer questions and provide solutions, play a major role in overall satisfaction. Customer service should be as warm and professional as possible.

5. Engage members through social media.

Social media is a great way to stay connected with members beyond the gym walls. Share tips, success stories, and updates to keep them engaged and to remind them of their connection with the gym.

By applying these practices, a gym can offer a meaningful and lasting experience that keeps members loyal and adds real value.

One comparison we love to make at MonGym is with amusement parks. La Ronde in Montreal and Walt Disney World in Florida are both amusement parks where visitors can ride attractions. However, Walt Disney is recognized worldwide—not because the rides are more fun or more thrilling, but because it offers a unique experience to its guests.

Anyone who’s ever been to Walt Disney knows: when you leave the park, you carry a feeling you can’t find anywhere else. That special feeling is what creates a lasting memory in the minds of visitors.

At MonGym, that’s exactly what we aim to recreate for your clients—so that every person who walks into your facility leaves transformed. Because in the end, what your members remember isn’t the equipment—they remember the experience you gave them.