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Zach Forrest, PushPress: We are going to be active in the chat throughout the presentation, so that you guys can be asking us questions about what it is that we're presenting, or anything that, you know, comes to top of mind. You have questions about finances or relationships, Barry's really good with that stuff. So, go ahead, pop that stuff in the chat, and we'll be able to help you out.
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Zach Forrest, PushPress: Live.
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Zach Forrest, PushPress: Today we're talking about the baseline tools you can leverage from PushPress to help you in the never-ending battle against churn and, maintaining high retention. Retention, churn, same thing, right? There's no difference. Would you guys say that there's a difference between the two?
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Zach Forrest, PushPress: It's like the two… two sides of the same coin, is that the saying? I hear some people say churn, some people say retention, whatever. But we have 3 main tools that we're going to talk about today.
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Zach Forrest, PushPress: We're gonna talk about Grow, and the onboarding workflows that you guys should be leveraging, especially with new members. We're gonna talk about the social feed, your way to stay engaged with your community, even when they're not at the gym, and then we're also gonna be talking about the Community Club, which is a…
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Zach Forrest, PushPress: in my opinion, it's just a habit builder, right? It's an incentive to build a good habit of attendance. So.
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Zach Forrest, PushPress: Right now, let's kick off.
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Zach Forrest, PushPress: Before we get into the specific topics, I do want to lay this out real quick. We've noticed at PushPress that there are 3 milestones where churn seems to spike for most all gyms, and that's roughly around 3 months after sign-up.
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Zach Forrest, PushPress: Then you have that 6-7 month period, and then whenever someone goes to renew their annual membership, or right around 1 year, there's another little bump in churn. And so, in my opinion, and I…
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Zach Forrest, PushPress: believe in the opinion of my colleagues here. The three tools that we were talking about today mirror those spikes, and you can be used… they can be used to combat those specific time frames if you're focused on doing so.
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Zach Forrest, PushPress: So, I'm not gonna waste any time. I wanna keep the Grow demo extremely simple, extremely quick. If you do not have Grow.
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Zach Forrest, PushPress: You can always book a demo and learn more about this tool. It's…
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Zach Forrest, PushPress: it's… I can't say enough about it. It is… it is a lot to learn, but if you're working with someone like Rudy or someone else on the team, we're really good at keeping it simple so that you guys can get the best out of it.
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Zach Forrest, PushPress: So, on your dashboard, this is where you're gonna log in. I want you to go over to the left-hand side, and go down to upgrades, where we have our content library. And in the content library, you're gonna go to the workflows and messaging.
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Zach Forrest, PushPress: And here, I'm gonna start with the member workflows.
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Zach Forrest, PushPress: Now, a workflow is basically an automated drip campaign, or an automated way of sending messages
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Zach Forrest, PushPress: to, your members, based on certain criteria that you set. So, the new member 100-day journey, is specifically targeted around that 90 to 100 days, that 3-month period. You go ahead and you would install that for fitness, or install for martial arts, depending on what type of business you are. The verbiage changes a little bit.
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Zach Forrest, PushPress: Right? And then once it's installed, you would go back to your workflows to see it listed.
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Zach Forrest, PushPress: So at the bottom.
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Zach Forrest, PushPress: where it's listed. I'd click on this, and I'd click on it again to go into the workflow editor.
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Zach Forrest, PushPress: And now, if you're looking at this.
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Zach Forrest, PushPress: it's very easy to get overwhelmed, because there is a lot of, steps to this workflow. A couple things that I've just recently been taught, I'm not a good AI user, I don't consider myself a power user at all, but one of the things I was, recently shown was this little
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Zach Forrest, PushPress: this little thing over here on the left-hand side, those two little stars, the AI assistants, if I just want to know what this workflow does.
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Zach Forrest, PushPress: I can just click that button, and it tells me.
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Zach Forrest, PushPress: Hi, Zach, I'm the workflow AI. Tell me what you'd like to automate. It's analyzing the whole thing, and it's gonna actually spit out a description of what this workflow does in simple, plain language so that I have a general idea of what my members are experiencing. Cool, it lays it out right here.
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Zach Forrest, PushPress: welcome sequence, check-in engagement, yada yada yada, I'm not gonna read through all this stuff. Here's the thing, once you have this workflow installed.
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Zach Forrest, PushPress: regardless of who you are, I need you to come in here, understand what it does, and then go into each
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Zach Forrest, PushPress: part and edit it to mirror your voice. The most important aspect of engagement with workflows comes from the trust that is built when the members read or they engage. So, if this comes across as
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Zach Forrest, PushPress: like, AI language, or if it comes across as, not endearing, not sincere, not genuine to you, not authentic, it's not going to get a lot of engagement, it's not going to do its job well. So, yes, I need you to go through every single step and make sure that the verbiage that's used in every single one
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Zach Forrest, PushPress: Is something that you would actually say, or your coaches.
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Zach Forrest, PushPress: Once you're done with that, you need to set a trigger, and there's some instructions on how to do that. That's just basically saying, hey, when someone becomes a member, or whatever tag that you deem is appropriate, they're gonna get this workflow.
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Zach Forrest, PushPress: We want it to be a new member, so there will be some settings for that, but I'm not gonna go through each of those, because that's gonna be different for each of your businesses.
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Zach Forrest, PushPress: When you are here, you can test the workflow.
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Zach Forrest, PushPress: To make sure that it goes through well. But don't leave without publishing if you actually want it to fire. That's something that we're finding a lot of people miss on, is that they install the workflow, they edit it, it all looks good, they set the trigger, and then they're just like, hey, it's not working. Make sure you've published it.
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Zach Forrest, PushPress: Click publish. I don't want to publish in mine. I'm actually in this gym that we're building right now, and I don't want to mess anything up.
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Zach Forrest, PushPress: So, the only other thing that I want to bring to your attention about this workflow
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Zach Forrest, PushPress: or, excuse me, the ability to have onboarding workflows, is if you are a CrossFit affiliate.
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Zach Forrest, PushPress: In the PushPress partnerships.
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Zach Forrest, PushPress: You can go to see more. There is a new-to-CrossFit 30-day journey that we just revamped. It has brand new language in it, it has…
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Zach Forrest, PushPress: been truncated down, and it's been made way more, concise. It was, I want to say, somewhere around 28 emails or something like that, and now I think it's far less.
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Zach Forrest, PushPress: I highly recommend, if you're a CrossFit affiliate, going in here, installing this, and at least giving it a look at the content that it provides. And if you're not going to use this specific journey.
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Zach Forrest, PushPress: you could… I… I guarantee you can steal something from it that can reinforce or strengthen the current automation that you are using.
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Zach Forrest, PushPress: Now, this should help you.
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Zach Forrest, PushPress: This should help with the… 3-month threshold.
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Zach Forrest, PushPress: Nolan, it's… it's one of those things where…
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Zach Forrest, PushPress: if I'm a gym owner, and I have these automations going out to a brand new client.
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Zach Forrest, PushPress: Am I expecting these automations to take the place of any human interaction outside the gym, or, like, any sincere, authentic, reach-outs, you know, with my new members? Like, can I just set this and forget it?
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Zach Forrest, PushPress: Or what? I mean, usually you're just lobbing softballs right now, Zach. I know, right?
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Nolan Parker: Obviously, the things we do in the gym are irreplaceable. I think this shows up as kind of your stopgap to be like, hey, am I making sure I'm creating the opportunities for that human engagement and that touchpoint to show up? But we don't want to do the busy work ourselves, we want to automate the busy work. We want to automate these reach-outs.
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Nolan Parker: And then, when we get that engagement opportunity, now the human shows up in the loop, right?
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Zach Forrest, PushPress: Cool. So, I mean…
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Zach Forrest, PushPress: I did not sign up as a business owner, as a coach, as a gym owner.
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Zach Forrest, PushPress: to just… Make these automations and go out to, go out to my new members, and then
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Zach Forrest, PushPress: hope that they show up. So, what are some other tools
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Zach Forrest, PushPress: that I can leverage to get more engagement and get more attendance from my members.
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Nolan Parker: Yeah, absolutely. So, we're gonna talk about two of these right now, actually. I'm gonna walk you guys through some slides and some data talking about our social feed and our committed club.
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Nolan Parker: Hopefully these are not new concepts to you, and hopefully it's things that resemble maybe some of what you're already doing in the gym. But what we have are some systems in place that can help you really streamline and manage that, and also know when people are going off track. So I'm gonna go ahead and share my screen, walk us through some of that.
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Nolan Parker: So, turning engagement into retention, the old retention versus churn, I went with the retention route. I like retaining because it's about keeping people, not about losing people. So, that's where I stand on that. There's a good distinction right there, I like that. Yeah, we're about keeping people and getting them fit.
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Zach Forrest, PushPress: So, this was some really awesome data.
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Nolan Parker: we took a look at engagement level with our feature, the social feed in the members app. So this is a place, it's just like you would see on Facebook, right? There's a running list of places that you can post, you can do all different types of content, people can emoji it, respond with GIFs, make comments.
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Nolan Parker: People who are high engagers with the social feed each month, more than 20 interactions.
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Nolan Parker: Monthly churn, look at that, 1.97%.
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Nolan Parker: Medium interactions goes up to 3.5%, low interactions, a little over 5, versus people who don't engage with the social feed at all, 13%.
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Nolan Parker: This is data based purely on people who are using social feeds, in their gym. So, what we see here is a very clear and strong correlation between people who are engaged
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Nolan Parker: And a lot of that might have to do with the members themselves, right? Like, the people who want to engage more, engage more, and maybe they're your biggest promoters of the gym. The question is, how do we get more people involved in there? And I think a lot of that has to do with coming up with a strategy for engagement.
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Nolan Parker: Which leads me to the other thing I want to focus on that was really interesting.
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Nolan Parker: High engagers, they have 35 passive views for every two and a half interactions.
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Nolan Parker: So, that means people are going in there, they're looking, they're snooping around, just like we do on social media all the time. Humans really have this habit of wanting to know what's going on.
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Nolan Parker: And…
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Nolan Parker: if we don't give them something, if we don't reward that, give them that little dopamine hit, with regular content, we start to lose them, right? They don't have anything to engage with, that'll start to slip off. So, what we want is…
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Nolan Parker: consistent content, but also a variety of content, so that when people go in there for the first time, I'm a member, I open the app, I have to use it for other things. I have to use it for, you know, my reservations and check-ins to the gym, maybe I'm logging my workout. How are we getting them to just acknowledge and use that social feed and have something of value when they arrive there?
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Zach Forrest, PushPress: So that was something that I wanted to bring up, and stop me if you're gonna cover this in a later point, but…
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Zach Forrest, PushPress: the passive views versus the active interactions, we just need to give someone a reason to go in there and look, right, on a regular basis. Are you gonna cover… are you gonna have some examples for what we can do for that?
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Nolan Parker: Yeah, yeah, I have a couple, couple.
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Zach Forrest, PushPress: I don't want to steal your thunder, then. Okay.
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Nolan Parker: da-da-da-da, how to use the social feed. So, again, there should be nothing new here. This is probably stuff you're doing, maybe you do it on your Instagram, maybe you do it on your Facebook. What I like about moving some of this into the social feed is it really gives you a controlled,
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Nolan Parker: area where you have your full audience there, but not a lot of the outside distraction and fluff and ability to lose people, to all the other things they can click on, so…
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Nolan Parker: What I like is daily posts. This is super simple stuff, like, talk about the class.
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Nolan Parker: give some motivational quotes, some coaching tips, any members' wins or milestones from the day, so that can be something that you can have your coaches doing, just like they might do now. They walk around, they hit the Instagram feed, have them give some shout-outs in the social feed.
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Nolan Parker: keep it in the ecosystem where you have direct control over it, and can use that. I think you should do that other stuff, too. I'm just saying this is a chance to repurpose something that you're probably already doing.
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Nolan Parker: On the weekly level, start to think a little bit more high level. So, giving those shoutouts, those recaps of PRs, coach spotlights, educational content, technique breakdowns, something where members can maybe start to learn and have a regular chance to engage with. And then on the monthly level, we're probably taking it all the way up.
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Nolan Parker: We're covering timelines, we're covering, you know, the birthdays and anniversaries of that month.
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Nolan Parker: Maybe a new member spotlight or a member of the month is something I really love to see gyms doing, where they dive into somebody's life.
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Nolan Parker: I always learn a ton, you know, and when I drop into other gyms and I see people doing this, it's like, it's a good way to get to know your community, especially if it's somebody who doesn't go to your normal class time. So now we're creating opportunities for people to be like, oh, man, that sounds like a cool guy, I might want to reach out to him.
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Nolan Parker: So a lot of different ways to use this. You guys probably have a lot of ideas,
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Nolan Parker: you know, we're not reinventing the wheel here, but the biggest thing here is keeping yourself accountable and actually coming up with that schedule, and easiest way for me to recommend doing that is have a content calendar. Have a place where you say, I'm gonna do this type of post this day.
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Nolan Parker: Whether it's a spreadsheet, whether it's an actual calendar, whether it's a physical one that you want to write it down on, I'm gonna post this then.
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Zach Forrest, PushPress: It's pretty safe to say that most people have a calendar for other social media platforms, right? No one? Like, their Instagram, Facebook, whatever, TikTok, if people are on that, I don't know. I don't do TikTok, but wouldn't it just be another channel that they could add to their calendar?
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Zach Forrest, PushPress: Exactly.
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Nolan Parker: If you already have this going on, just be like, what's gonna go to social feed? And again, repurpose content. Don't try to make something brand new. Take the stuff that you're already doing, and just apply it here.
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Zach Forrest, PushPress: It would be cool, though, because the social feed in the app is only member-facing, whereas the other social media feeds that you put out are public-facing and could be used as promotional, so it would be beneficial on some level to come up with, like, member-only content.
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Nolan Parker: Like, you should start in only members.
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Zach Forrest, PushPress: Wait, that's probably… I see where you're going with that, Zach. Yeah, yeah. No, I think what's cool here is.
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Nolan Parker: when you're gonna see the magic start to happen is when you're not the one driving anymore. When the members and the coaches are the ones who are starting conversations, they're posting things that are interesting, they're making call-outs, they're engaging with each other. Maybe they're calling somebody out about the workout of the day, and they say, hey, we're going head-to-head today, you know, we can get a little hype going on that. Maybe it's stuff that has nothing to do with class. Maybe it has stuff to do with community events that they want to team up with. I see people using…
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Nolan Parker: it for, like.
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Nolan Parker: even, like, hey, I'm selling my lifters, does anyone need a size 11 pair of, you know… Romeleos. So…
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Zach Forrest, PushPress: Yeah, any reason to… to stay engaged, I like that stuff. That's good.
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Nolan Parker: Totally.
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Nolan Parker: Cruisin' along here.
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Nolan Parker: So that engagement going to accountability. What I like to think about is the engagement gets the members emotionally connected, and then accountability gets them to show up. So, social feed's a place where we can develop that emotional connection to the brand.
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Nolan Parker: The Committed Club now is gonna be a place where we start to develop a system for accountability, and we have an incentive and a reward structure, that, again, can go hand-in-hand with this engagement piece, where we are then getting people to engage based on how they've performed in this accountability, system, right? We were able to recognize them, call them out, shout them out, and now they have a reason to go back and engage more.
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Zach Forrest, PushPress: of.
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Nolan Parker: So, what is Committed Club? First of all, it's really just a threshold that you are setting for your gym to say, I'm gonna do this many check-ins per month. I've seen this, you know, set at different varying levels, but it's essentially a loyalty program.
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Nolan Parker: This is a feature that is built into PushPress already. So, it's included if you're on a Core Pro or Max plan, and it recognizes the behavior that matters most is getting people into the gym. Once they're in the gym, we can get them,
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Nolan Parker: you know, to engage with our product, which is the fitness that we helped them drive. And we're able to help them improve, but we gotta get them in the door.
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Nolan Parker: So, some data, quick, on Committed Club. Industry average on churn is about 9%. When you get someone to check-in 8 times per month, that goes down dramatically, to around 5%. If you get them to 12-plus check-ins, down to 3.5.
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Nolan Parker: So this is the difference between the…
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Nolan Parker: losing 3 to 4 members a month to losing 1-2 members a month. And at the end of the day, like, that actually is massive when it comes to your bottom line, when it comes to growing your gym, when it comes to being able to hit your business goals. Like, just keeping that one extra person every month because you got them to engage and increase their check-ins,
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Nolan Parker: is just so powerful, and just, I can't call out enough how important this is, but…
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Zach Forrest, PushPress: So this is showing… churn reduction, Or retention improvement, based on… Just check-ins alone?
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Nolan Parker: Just check-ins, yeah.
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Zach Forrest, PushPress: Monthly check-ins, though.
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Nolan Parker: Yep. So, most people that I see, they're setting their committed club threshold. Actually, sometimes it's in this 8-12 range. I even see it up, going up to, like, 15, 16 check-ins, so getting people there, which a lot of our members, if you look at, kind of, common attendance patterns, are falling into that camp.
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Nolan Parker: But depending on the type of business that you run and what actually makes sense,
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Nolan Parker: I think it's important to kind of understand your member base when you go to build out a program like this that is incentivizing a certain check-in number.
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Zach Forrest, PushPress: I'd almost, probably incentivize different tiers, or developed tiers, like, hey, 12… 12 times a month is baseline. It's like, hey, that's a good habit, but if you're coming more than 14 times a month.
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Zach Forrest, PushPress: awesome, like, you're now in the running for this grand prize, or whatever it is. Yeah, that's kind of cool. I wonder if we can stratify that a little bit.
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Zach Forrest, PushPress: I'm making more work for the product team.
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Nolan Parker: He means me. He's making more aware.
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Zach Forrest, PushPress: Different name.
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Nolan Parker: So guys, some things I want to call out when it comes to setting up a committed club.
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Nolan Parker: Leaning into your brand and value prop, I think, is where it needs to start. Know your audience and know where you're trying to get them. One thing I see, like, sometimes people are at different points in their journey, and maybe your business even caters to that. Like, maybe it's like you focus on, you know, new moms who are returning to fitness after having their first kid.
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Nolan Parker: If you set the goal for them to come 20 times a month, like, that might not be what they need. And what I think is it's setting that, that bar.
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Nolan Parker: close enough to be achievable, but it has to be, like, hey, I'm dedicated to this, I need to put in a little bit of extra.
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Nolan Parker: but it's not so far away that it's still achievable, right? So, getting someone to go from 10 to 12 check-ins, like, that's achievable. That's there for them. You say go from 10 to 20, they might actually have the opposite effect, right? They might be demotivated and be like, I'll never get to 20.
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Nolan Parker: That's too much. I can't commit to that much time. So, let's focus on, like, that incremental, increase, and also tie it back to the value problem.
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Nolan Parker: kind of ties in the rest of this, but, the other big thing I want to really call out is having those clear guidelines, and, I don't know if you've seen this with other apps that you use, or, like, anywhere you have a streak or some sort of gamification, but people take it really seriously. Like, the things they will do to protect their streak is aggressive.
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Nolan Parker: I've seen some members at gyms negotiating with the gym owner to say, hey, I'm going on vacation for 3 weeks.
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Nolan Parker: can I log workouts from wherever I'm at to count them towards my committed club check-ins? So people… people get super into this, and that's what you want, right? Like.
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Nolan Parker: even though this is all a made-up game that we're playing called Check Into the Gym.
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Nolan Parker: they get a lot out of it, and it actually keeps them motivated and accountable. And I think whatever it takes to keep people engaging with your business and your product, and having you be the leader for them in that, is ultimately the win, right? Because you're still helping them achieve their goals.
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Zach Forrest, PushPress: Well, they can't achieve their goals, I mean, arguably, they can't achieve their goals if they don't show up to use your service and your product, so it's… many…
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Zach Forrest, PushPress: gym owners need to reframe their perspective. Yes, you're in the training business, but if your people don't show up, you can't train them. So you're in the accountability, you're in the habit building, you're in the consistency business.
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Zach Forrest, PushPress: You're… as soon as you decide that your product is actually changing behavior.
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Zach Forrest, PushPress: Right? Then, you can start to develop systems in your gym that,
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Zach Forrest, PushPress: that reinforce that aspect and allow you to change their body as a result. So that's… that's super potent, super powerful.
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Zach Forrest, PushPress: Keep going. Sorry, I didn't mean to step on your toes right there.
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Nolan Parker: Oh, no, you're good. I think one other thing to call out here is the reward and incentive considerations. And so, it's not so much about the reward as it is about the recognition.
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Nolan Parker: being able to do that shout-out on social feed is just as important as having a $50 Lululemon gift card for a winner of Committed Club each month.
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Nolan Parker: Ways I've seen people do this successfully is, you know, they'll have maybe a raffle to the group of people who achieve Committed Club each month, and so it's, like, small prize on the monthly basis, but then, like, maybe they're starting to up the ante on that 3, 6, and 12-month interval, right? So to tie it back to these, these timeframes that are really important for somebody in their journey.
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Nolan Parker: And one thing I've seen is, like, a big kind of grand prize at the end of the year, where it's, like, maybe you get an entry for every single month that you made Committed Club, so you get 12 entries towards the grand prize if you made it every month of the year. So now people have some bigger incentive, and I've seen people raffle off, you know, like, ski vacations, or a dinner at a nice restaurant type of stuff.
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Nolan Parker: Which again, like, that's cool, like, that's, that's a carrot to chase.
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Nolan Parker: But the thing that people really like about it is getting their name on that leaderboard. Like, that intrinsic motivation becomes very real, and the recognition that they receive resonates with a lot of members.
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Zach Forrest, PushPress: That makes total sense. Yeah, having a name posted is… means more to your members than you think. I will say this, when I was first looking at this slide, I thought instead of streak-based bonuses.
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Zach Forrest, PushPress: for some reason, I must be hungry, I read steak-based bonuses.
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Zach Forrest, PushPress: And it immediately just popped in my head, like, oh, man, people are giving away cows as a reward for winning the committee club. And I think I actually heard about that. It's like, hey, if you were the highest attending member at this gym for the past year, it's like, we bought you grass-fed beef or something like that. It was like a whole cow's worth of meat. Anyway, I think…
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Zach Forrest, PushPress: This is a super potent slide and concept for owners to wrap their heads around.
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Zach Forrest, PushPress: It's one thing to run the committed club, but if you don't have the correct words or incentives for the behavior that you're trying to drive, you're gonna get watered-down results. And…
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Zach Forrest, PushPress: the rewards and incentives that work are the ones that work for your members. So talk to your members, learn your members, and you're gonna have to think about, hey, what makes… what makes these people tick? It's not the same thing at every single gym.
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Zach Forrest, PushPress: Right? Every gym's culture's gonna be different, so find the rewards and the incentives that work for your community.
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Nolan Parker: Exactly. Spot on.
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Nolan Parker: So, just to kind of recap that, that retention flywheel right there, and we do have Dan, the flywheel master, on as well, but his Love's flywheel, I think, takes this even to a deeper level, but just touching on, like, we have the Social Feed and Committed Club helping you drive engagement to improve accountability, and then that accountability gets celebrated and creates more opportunities for engagement.
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Nolan Parker: And I did want to actually kind of hop into the product real quick and show you guys, if you haven't found this yet and, set it up, this is gonna be your homework for the week, is actually getting in.
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Nolan Parker: So if you go into our app store.
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Nolan Parker: you'll see that there's something called Committed Club, and you'll just go in and hit Install. If you're on a Pro account, this is already going to be available for you. You just hit click Install, and then you can get into your setup. And we've made this really easy for you guys to get it running.
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Nolan Parker: basically naming your committed club will even give you some suggestions based on, your gym name, and so I want it can be the Boulder Buffs Club.
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Nolan Parker: We'll call it the Strength Society, or the Check-In Champions Club. Choose some rules.
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Nolan Parker: So, what counts towards it? Class check-ins, all class check-ins, appointments and events. I'm just gonna keep mine class check-ins, and pick a threshold.
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Nolan Parker: So, 12 per month, and then just basically, when am I gonna start this? Do I already have it running, and I'm just setting it up now in the pushpress system, or is it new for me? So, going ahead and firing that up, whenever you're gonna start it.
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Nolan Parker: Super easy to get going, and then once you get this going, I want you to get into your social feed, and then go ahead and let your gym know, hey, this is coming next month, right? We're gonna be starting a committed club, here's what it looks like, and start driving that and making it part of your regular content strategy.
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Zach Forrest, PushPress: easy. Like, the… the… The large takeaway, the big takeaway from this, is that these tools are so…
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Zach Forrest, PushPress: Relatively simple to use, yet have such a big impact on your attention that
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Zach Forrest, PushPress: I dare to say you're… you're… I'll just say, you're missing a large step, if you aren't leveraging these things. So, the Grow onboarding workflows, and…
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Zach Forrest, PushPress: I'm not here…
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Zach Forrest, PushPress: Dan, don't hate me. Nolan, don't hate me. I'm not here to sell the owners any products. I'm not. They're push-press clients already. Like, even if you don't have Grow, you can build a messaging system to go out to members, to new members, on a certain cadence that reinforces attendance, that starts to educate them on the culture. Like, here are some common phrases you'll hear at the gym, in an email.
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Zach Forrest, PushPress: Here are some common CrossFit acronyms in an email. Here's a text message that goes out on their two-week anniversary, asking them how they're liking the experience so far, if they found their favorite coach.
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Zach Forrest, PushPress: Right? You can build out a cadence like that, even if you don't have Grow. Grow just makes it super easy to automate and consolidate and manage all the conversations that are happening across, hopefully.
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Zach Forrest, PushPress: all your tons of members, right? So you have the onboarding workflow.
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Zach Forrest, PushPress: And then you have a social feed, which is the Cool Kids Club. It's your way to engage with your members outside the gym.
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Zach Forrest, PushPress: your members
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Zach Forrest, PushPress: wanting to stay with you is built on two things. The relationship that they have with you personally, your coaching staff, and Nolan, if you think I'm going off the block, off the deep end, you just let me know, but I've always said, like, your ability to retain members is built on two things. The relationship that they have with the coaching staff, and the results that they're actually getting.
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Zach Forrest, PushPress: And the social feed is a way for the coaching staff to engage with your members outside of the gym, so that those relationships are just continuously reinforced.
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Zach Forrest, PushPress: And we all know that if the only time that we're talking to our members is inside the gym, our ability to cultivate that relationship is going to be diminished.
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Zach Forrest, PushPress: And the Committed Club, I mean, that's just a leaderboard for the habit that we're trying to build. And it's super simple, there's no reason that we shouldn't be doing that, because that's what we're in the business of. We're in the business of accountability, we're in the business of changing habits and making people healthier through those habits.
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Zach Forrest, PushPress: So, did I miss anything with that recap right there, Nolan? That was pretty good. That was off the cuff. That was pretty good. I think that was pretty good, Zach. Yeah, no, I think you hit the nail on the head, and just to echo something, like.
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Nolan Parker: on the PushPress product side, what we're looking at is what behaviors work? What are the best gyms doing?
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Nolan Parker: Kind of organically, and then turning those into the products that everyone can use. Because we say, this is something that works, we see it in the data.
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Nolan Parker: Now, how do we translate that into something that is scalable and easier for you to deploy, so you don't have to spend as much time doing it outside the system? And I'll tell you kind of the hack that's coming out of that is when you put more of this data into the same ecosystem, we're going to be able to find more ways to help you better leverage it. So now if you have a social feed, if you have a committed club, you're getting your members to check in, now we can help you better predict, is someone more likely to churn based on their
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Nolan Parker: behavior. A lot of the features that we're looking at, able to use, AI for.
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Nolan Parker: will help, you know, better prepare coaches for coaching class. It'll help you when you do your end-of-the-month books. It'll help you know how I can actually scale up my gym and have projections about our growth for the upcoming year. So, tying it all back together, right, and putting it in one place, lets you manage it better and lets us help you manage it better.
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Zach Forrest, PushPress: So you're saying the more often that our customers use these features, and the more interactions, the more data that we get as push press, the more we can make the product better?
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Nolan Parker: 100%.
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Zach Forrest, PushPress: Yeah, that makes total sense to me, and I… and I hope our customers understand that. I mean, I know they do. Dan talks about it all the time, we talk about it all the time. The more, something is used, even if it's not… even if it's not being used well.
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Zach Forrest, PushPress: Right? We're going to learn from that, and we're gonna be able to improve it. I do want to cover a couple questions that, keep recurring, and Nolan, if you can help me, or Rudy, Barry, Dan, anybody that's in chat, go ahead, throw this in. We keep getting questions about being able to add files or videos
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Zach Forrest, PushPress: to the social feed. Is that… do we know if that's coming up?
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Nolan Parker: That's… that's on my plate, so, yeah, let me… let me get with the team and talk about it.
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Zach Forrest, PushPress: That's very cool. And then someone did want to make a point that they found it kind of clunky, or they were… no, excuse me, they were unsure if, they were able to send
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Zach Forrest, PushPress: Group messages, or something like a monthly newsletter.
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Zach Forrest, PushPress: through Grow, and I've been told that you can absolutely do that,
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Zach Forrest, PushPress: I would hire, excuse me, hire… I would get on a call with one of our support specialists to figure out the best way to do that for your business, but I know that functionality is definitely there. Let's see, what other QAs do we have?
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Zach Forrest, PushPress: Is there a feature to have a live leaderboard for Committee Club via screens to have set up in person for members to see the leaderboard in real time?
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Zach Forrest, PushPress: Do you know anything about that, Nolan?
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Nolan Parker: No, I do see a lot of requests around, kind of, the management of, something like
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Nolan Parker: like that. So, I think there's definitely some food for thought here, and we have to think about how we package this all up. So, I'll probably also drop my meeting link into the chat if everyone's cool with that. If you're someone who has ideas and you're cooking, I want to talk to you about this, and so,
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Nolan Parker: Yeah, let's get on a call and see what you need and what problems we can help solve, and we'll find the best solution for everybody.
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Zach Forrest, PushPress: Awesome. Let's see, this from Mark.
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Zach Forrest, PushPress: Question was curious what retention rates or churn rates are best… are for the best gyms. Just want to know what we should be shooting for. Do you have any data on that, Nolan? All my, information might be out of date, but what I remember is 3% was phenomenal, but if you were past 5-6%, you were gonna be struggling.
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Nolan Parker: Yeah.
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Zach Forrest, PushPress: No. Boutique group, like, group class training gyms.
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Nolan Parker: Yeah, and I think we'll see that vary a lot, depending on, you know, what your focus is, but yeah, I would have to pull some fresh data there. I know we've talked about doing the, the gym leaderboard, Dan's had some cool ideas on, so that'll be a fun thing to maybe explore in the future, but…
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Nolan Parker: Best in class.
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Zach Forrest, PushPress: Generally speaking, 4% from Dan. I would take that… I would take that stat to the bank. If Dan's touting 4%, that's… that's what you should be shooting for.
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Zach Forrest, PushPress: Great stuff. I know people have suggested publishing their newsletter, going back to that newsletter, that mass email message. Publishing the newsletter as a page or on your blog is great for SEO, and you can double up by sending an out email with links and backlinks and stuff like that. Alan, we've done the monthly newsletter, but we've had all sorts of
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Zach Forrest, PushPress: issues with attaching pictures. So that's something that we're… we're working on, is getting pictures and videos set with all this stuff. The media, and being able to attach files and get that out to your members. All that is currently being worked on.
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Zach Forrest, PushPress: I think that was all the questions, unless Barry and Rudy let me know that there's something else that I need to address.
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Zach Forrest, PushPress: Did you see anything in chat, Nolan?
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Nolan Parker: Man, there's a lot going on between the Q&A and the chat, so…
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Zach Forrest, PushPress: Yeah, there's a lot of… a lot of activity that I was not ready for.
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Zach Forrest, PushPress: How to pull the Community Club members on the app. I can see each month. Is there a way to find out who's made it all 12 months? Did you see that question?
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Nolan Parker: Did not.
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Nolan Parker: Can you say that back, Zach?
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Zach Forrest, PushPress: Yeah, so, philip asks, can you show how to poll the Committed Club members on the app?
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Zach Forrest, PushPress: I can see each month, but is there a way to find out who's made it all 12 months?
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Nolan Parker: That is definitely a feature request that we want to spin up for people. Yeah, because there's not a good, clear, kind of, overall view of, like, how many months have they had it, and I think there's some cool reporting we can do there.
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Zach Forrest, PushPress: Yeah, the reporting on this stuff is always being worked on, it can always be improved, because we have all these features, all these tools. Nolan, I can imagine any type of frustration or, regulation, actually, if you have these 3 tools that make a drastic improvement on your retention.
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Zach Forrest, PushPress: But we don't have the reporting for it. But at least, hey, the retention is improving, right? So…
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Zach Forrest, PushPress: Hopefully, everybody has some insight on how to leverage these three simple tools. If you have any questions, Rudy, do you know of the easiest way to book a call with someone, or to get, in touch with someone? It would be through Intercom, right?
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Rudy Trevino - PushPress CX: Yeah, for sure.
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Zach Forrest, PushPress: Awesome, so guys, if you have anything that is specifically pertaining to your business, your workflows…
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Rudy Trevino - PushPress CX: Chat, push-press chat, not intercom.
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Zach Forrest, PushPress: Push, press, chat. See, this is the stuff that, I'm gonna get yelled at for later. Make sure that you guys go to Push Press Chat and ask us to help you out, because that's what we're there for. With that being said, is there anything else that you'd like to cover, Nolan, or are you good?
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Nolan Parker: I think we got a lot of good follow-on discussions to have, is what it looks like, so we'll make sure to go through this list.
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Nolan Parker: taking everyone's feedback, and if anyone wants to book time, drop my link in the chat. If we want to talk product ideas. If it's more of a something's broken or feature request, definitely go through the support chat. But yeah, no, really appreciate you guys showing up here today, and we're excited to keep working with you.
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Zach Forrest, PushPress: Yeah, absolutely. I do want everybody to know this, if you ask a question in the chat, we have the transcript, and we will make sure to parse out all the questions and get back to you guys on that stuff. So again, thank you for the awesome engagement, thank you for the questions, thank you for all the comments, and helping each other out to, win the never-ending battle of churn.
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Zach Forrest, PushPress: Alright? Hopefully you guys will get this recording, and… no, you will get the recording, and make sure that you guys respond to us in the Facebook community group.
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Zach Forrest, PushPress: or, Push Start, if you guys have any specific questions.
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Zach Forrest, PushPress: Or see you in push press chat, right, Rudy? Exactly.
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Zach Forrest, PushPress: Exactly. Alright guys, thanks, talk to you later.
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Nolan Parker: Thank you. Bye.
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