"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful". This quote is taken from one of the best business minds in the last 100 years, Jeff Bezos, founder of Amazon. Amazon has become a global GIANT that has changed the way people conduct business on a day-to-day basis. When people think of Amazon now, they think of 2-day shipping, Prime, Alexa, etc; but what many seem to forget is that Amazon started off as an online book store, only buying and selling new and used books. Looking back on the last 18 years, it is pretty remarkable to think of the evolution from "book trading company" to global consumer provider.
Amazon has expanded their horizons on all fronts. Despite their rapid and massive expansion, the company ethos has remained steadfast since the inception: How can we create the absolute best customer experience? For better or worse Amazon has given people the ability to never have to leave their homes. Everything from food/drink (aka: Wholefoods), to one click purchase features, household goods, to syndicated TV, same day delivery, to automated ordering (aka: Alexa) can be accomplished by visiting just one website. They’ve expanded into these fields gradually all while keeping that same top notch user friendly experience.
First impressions are VERY important...
Amazon has gone from impacting thousands to billions in the course of 18 years. My question to YOU: Is your company built to handle real growth? Are you sturdy enough as a company to evolve? Many gym owners and trainers have the capability to coach upwards of 100, maybe even 125 members. But what happens if you grow to 200 or even 250 members? Are you going to be able to continue to over deliver with the customer service experience?
If you are having trouble answering these questions have no fear - we did too. That’s when we got serious about scaling and implementing systems that companies like Amazon have used to take over the world! If you need help identifying ways to help YOUR gym scale up, send me an email I'd be happy to answer any questions.
- Dan Goodman
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