What does it take to deliver great fitness experiences? KX Pilates CEO Selina Bridge has more than 12 years shaping Australian fitness brands, so she understands that the human touch is fundamental.
Today’s clients, though, require high-tech solutions – whether that’s rapid booking systems or hyper-convenient payment methods.
In a Spill the Biz podcast, Bridge discusses the rules of engagement and what it takes to keep a premium brand competitive.
“The fundamentals haven’t changed. People like to be seen and valued. They appreciate connection. They appreciate being corrected, perhaps if you’re doing a move which isn’t quite right. And that the value of a trainer coming to correct a movement or again acknowledge a client is still so, so important,” Bridge says.
“What we noticed a few years ago, people just expected to have subscriptions and just easier ways to pay, quicker ways to book. So it’s almost the influence just in general of how digital and technology is just changing, in general, everything that the way we live, that filters through.”
Keeping up with technology requires constant vigilance, she says. It’s important to always ask “are we quick enough?”.
It isn’t only fitness competitors that drive customer expectations, she says.
“Outside of the fitness industry, how we actually interact with booking and marketing, that’s all changing. So we’ve got to keep up with that too.”
In this podcast Bridge shares her insights on scaling a business and shares what motivates her and key lessons learned.
