Snap Fitness Impact Magazine, EMEA Spring 2023

LEARN ABOUT THE TOP GLOBAL FITNESS TRENDS IN 2023

NEW WEBSITE: LEARN TIPS WITHIN TWO TAPS TO POSITIVELY IMPACT YOUR CLUB'S ONLINE PRESENCE

STRENGTH IN NUMBERS IRELAND CONTINUES TO HAVE A STRONG GROWTH

SHAPING THE FUTURE

THE NEW LOOK OF SNAP FITNESS

TAKE A CLOSER LOOK AT THE UPDATED CLUB DESIGNS

Strong Growth and New Opportunities

Snap Fitness expands into Singapore and looks forward to educational opportunities.

It has been a fantastic start to the year and I’m happy to share that we’ve had some exciting accomplishments globally through Q1. Our member growth numbers are trending stronger and stronger with an average global member count per club of 771 YTD through March, and 1,174 in the EMEA region - a 15.5% increase over last year and continues to beat pre-pandemic levels. We also opened ten clubs globally, including a major announcement in our Asia Pacific region with the first club opening in Singapore—the Snap Fitness Woods Square, which opened their doors with over 400 members. This is the first of 3-4 clubs that will open in Singapore during the course of 2023.

CEO Corner

In addition to the impressive growth and club openings, I’d like to take the opportunity to highlight a number of developments within marketing and product. Our new Snap Fitness website launched, which is an imperative initiative for our business as it helps enhance the user experience for prospects, provides a much more flexible and easy-to-use CMS, and ultimately helps increase conversions for each of our clubs. Simultaneously, the Glofox and Snap App Integration was completed, a huge step in simplifying the user experience for membership enrollments and class bookings, and allowing a better way for members to manage their memberships.

I’m also excited to share that we’re piloting Snap Digital, which is another step forward in bringing

our brand mission to life. Snap Digital is the distribution of holistic wellbeing content and workouts designed to educate, engage, and encourage our members throughout their fitness journey. The content, featured via the newly created brand channel Snap TV, can be shown both inside your gyms and via the Snap App. We’re pleased to share that Snap Digital will be free to franchisees and you can use it to promote your own local content in addition to over 1,200 on-demand workouts, providing an at-home fitness solution plus programming and challenges via the Snap App.

Looking ahead, during the next few months, each region will be hosting respective face-to-face meetings with franchisees, club owners and managers. These meetings will begin in April with a series of three Snap Fitness Regional Meetings in the US, which are being hosted in Minneapolis, Orlando and Phoenix; followed by a Lift Brands conference in Windsor for our EMEA teams; and last but not least, the annual APAC Summit in Gold Coast, Queensland. I encourage you to attend, take advantage of the educational sessions and takeaways from speakers, network with others and have fun!

Whilst I am truly looking forward to seeing many of you over the next several months, I will not see all of you, and therefore I encourage you to please reach out anytime.

Thanks, as always, for all you do.

Ty Menzies President/CEO

GLOBAL AVERAGE MEMBERS PER CLUB

Meet the EMEA Team

Meet the Lift Brand EMEA regional teamwe're here for you every step of the way!

Global

Bill Painter Director of Development

Paul Stephenson Director of Franchisee Operations

Gary Linton-Walls Director of Performance

Elle Turner Franchise Support Specialist

Matthew Chapman Franchisee Consultant

Oliver Brown Head of Property Acquisitions

Mike Kelly Property Acquisitions - Ireland

Jason Gratton Head of Projects

Ashley Lutchmunsing Franchise Business Manager

Development

Operations Performance

Ty Menzies

Global CEO & Interim Regional CEO

Kira Gurman Senior Marketing Manager

Michelle Ogun Digital Marketing Manager

Alessandra Viola Junior Analyst

Seniz Husseyin Graphic Designer & Social Media Executive

MJ Giordano Digital Marketing Executive

Sarah Townend Director of Marketing

Rene Swart Financial Controller

Robi Marotti Director of People & Internal Operations

Marketing Finance Internal

Snap Fitness Ireland Expansion off to a Strong Start

How new developments in Ireland have impressive growth and a strong membership base.

The flagship Ireland Snap Fitness club was opened in Galway by Isaac Buchanan in January 2018, swiftly followed by Navan in January 2019. The rapid growth in establishing a strong membership base and the success of our third club in Waterford by Peter Dhillon - which amassed an impressive 2,000 membership base within 12 months - has kick-started further expansion.

“We have ambitious plans in place to grow our footprint in Ireland, a market that is relatively untapped by the big box gym brands. The success of our existing clubs further demonstrates the potential for franchisees to capitalise on the opportunity.”

Said Bill Painter, Director of Development Lift Brands, EMEA.

“We’re extremely excited to have secured nine territory agreements with three franchisees just three months into 2023. The Development Team have moved swiftly, supporting franchisees in

securing the right properties in Drogheda and Sligo and build planning is under way. Thank you to our existing franchisees for the continued confidence you show in the Snap Fitness brand."

Franchisee Peter Dhillon is set to add to Waterford with a further three gyms, said, “I’ve been hugely impressed with the number of members coming through the door. It’s not uncommon to have well over 150 members on site during peak hours. This is because Snap Fitness has an emphasis on providing the best equipment and offering a welcoming staffed environment, unlike other gyms that settle for lowerspec options and are happy to leave their gyms unmanned.

“The support office team provide both my staff and me with ongoing training and are happy to answer questions whenever I need guidance.

Over the last few years, I’ve found that to be successful as a gym owner, having a club manager and team in place,

along with support in finding the right locations and offering additional marketing materials is a must. They also provide a team of dedicated marketing professionals who create outstanding video and social media content for us to use, as well as keep the website looking professional and attractive to potential new members.

I’m excited to be opening a further three clubs in Ireland over the next few years and aiming to beat my own 12-month record!”

Peter Dhillon, Multi-Club Franchisee UK & Ireland

Snap Fitness Waterford's functional space packs a punch!

Take a look inside the Snap Fitness Waterford location's strength zone!

Snap Shots

Snap Shots

A

Captions

1 To celebrate National Fitness Day, the team at Bridgend pulled out all the stops for their Superhero theme! Members were invited to join in on all the super activities, with extra points and prizes for the best superhero outfits. They had a LIVE DJ set from Foulkes, CSN Supplements with free product sampling and you could bring a friend for free all day – what’s not to love!

2 A warm welcome to the Barry Town Football Club Women’s team! The team attended our Barry club for some insane workout sessions, using the amazing club facilities for strength and conditioning training in preparation for the upcoming season. Their eye-catching kits and impressive hard work is sure to help them stand out!

glance at Snap Fitness communities and members around the EMEA region.

3 Bridgend hosted a sweaty squat challenge to get members working up an appetite for their pancake stacks. Members competed, with a chance of being the best pancake flipper and squatter in Bridgend!

4 The new Snap website has launched & our Spanish team is ready! We received this exciting shot of the team familiarising themselves with Two Taps and all its impressive features. The photo features Georgina Blanch from Snap Les Corts, Yulema Reyes from Snap Santa Coloma, Reinaldo Quintero from Snap Árago & Susanne Vermeeren from Snap Benelux!

5 A big shout out to all the members at Snap Fitness Beccles (UK) who bring Easter eggs into the club each year - to be donated to the local children’s hospital. Will your club be holding an Easter egg drive this year?

6 Snap Fitness UAE celebrated their 1st year opening anniversary of their Media City Branch. Congrats team!

Global 2023 Fitness Trends

Wearable Technology named the top fitness trend for the year.

The ACSM’s Health and Fitness Journal released their annual worldwide survey of fitness trends earlier this year— now in its 17th consecutive year—and wearable technology was again named the top fitness trend. While the survey reflects some similarities within the top 10 trends vs 2022, it also reflects the impacts of post-pandemic recovery with a drop in ranking of both home exercise gyms and online training.

1. WEARABLE TECHNOLOGY

This includes smart watches, heart rate monitors, and GPS devices with fitness and activity trackers that monitor heart rate, calories, sitting time, sleep, and more.

3. BODY WEIGHT TRAINING

A combination of multiplane body weight and neuromotor movements as the primary resistance defines this trend. This exercise uses minimal equipment and space, making it inexpensive and functionable.

4. FITNESS PROGRAMMES FOR OLDER ADULTS

This is a trend that emphasises and caters to the fitness needs of the baby boomer and older generations. People are living longer, working longer, and desiring to remain healthy and physically active throughout their life span.

5. FUNCTIONAL FITNESS TRAINING

Training to improve balance, coordination, functional strength, and endurance to improve activities of daily living.

6. OUTDOOR ACTIVITIES

This trend allows for health and fitness professionals to offer more outdoor activities such as group walks, rides, or organized hiking. Activities can be short events, day-long events, or planned multiday excursions along with ECO challenges.

2. STRENGTH TRAINING WITH FREE WEIGHTS

Focusing on proper movement and lifting technique, this activity incorporates the use of barbells, dumbbells, and/or kettlebells to improve or maintain muscular fitness.

7. HIGH-INTENSITY INTERVAL TRAINING (HIIT)

These exercise programs typically involve repeated bouts of high-intensity exercise (>80% heart rate max), combined with periods of rest.

8. EXERCISE FOR WEIGHT LOSS

This trend couples physical activity and exercise training with diets and cooking classes, proven to have additional benefits.

9. EMPLOYING CERTIFIED FITNESS PROFESSIONALS

Emphasis is placed on the importance of hiring those who have completed educational programs and fully accredited health/ fitness certifications.

10. PERSONAL TRAINING

Personal training includes goal setting, fitness assessment, and exercise programming with a trainer in one-on-one settings. Personal trainers provide exercise technique instruction, monitor improvement, and progress workouts with each client.

11. CORE TRAINING

This trend is training that emphasises conditioning of the stabilising muscles of the trunk, abdomen, and back.

12. CIRCUIT TRAINING

Circuit training is typically a group of approximately 10 exercises that are completed in succession and in a predetermined sequence.

13. HOME EXERCISE GYMS

Home exercise gyms can use equipment such as resistance bands, free weights, cardio equipment, or many other fitness options.

14. GROUP EXERCISE TRAINING

Group exercise training involves instructors teaching and leading individuals through in-person group classes (defined as more than five participants) of many forms of exercise, from

cardio-based and indoor cycling to dance-based and step classes.

15. EXERCISE IS MEDICINE

Exercise is Medicine (EIM) is a global health initiative that encourages physicians and other health care providers to include physical activity assessment and treatment as a standard of care when designing a treatment plan.

16. LIFESTYLE MEDICINE

Lifestyle medicine promotes healthy behaviors as the foundation to medical care, disease prevention, and health promotion, such as eliminating tobacco use, improving diet, increasing physical activity and more.

17. YOGA

Yoga can be performed individually, in groups, and with or without a live instructor through forms such as power, hot, or restorative yoga.

18. LICENSURE FOR FITNESS

PROFESSIONALS

This trend supports licensure of fitness professionals such as personal trainers, exercise physiologists, and clinical exercise physiologists.

19. HEALTH/WELLBEING COACHING

This trend uses one-onone, and at times a smallgroup approach, with the coach providing support, goal setting, guidance, and encouragement. The coach focuses on the client's values, needs, vision, and goals using behavior change techniques that guide intervention strategies.

20. MOBILE EXERCISE APPS

Compatible on most mobile devices, these apps can include audio and visual prompts to start moving when sedentary or when to start and stop exercise. •

Source: https://journals.lww.com/acsm-healthfitness/fulltext/2023/01000/worldwide_survey_of_fitness_trends_for_2023.6.aspx

A Partnership to Protect our Mental Health

Snap Fitness partnered with the Mental Health Foundation in May 2022, here’s all the latest updates on our clubs’ current achievements, future plans and fundraising top tips!

How do you look after your mental health? There are many activities we do to help us feel good, from a simple conversation with someone we trust, a walk in the park, to a session in the gym. At Snap Fitness, we know physical and mental health are closely intertwined, that’s why we take a holistic approach to health and wellness. We launched our partnership with the Mental Health Foundation in May 2022, with a focus on helping raise vital funds but also awareness within our fitness community.

The Foundation's vision is good mental health for all, with a mission to help us all understand, protect, and sustain our mental health. Prevention is at the centre of what they do, with an aim to enable communities to thrive by finding and addressing sources of poor mental health, particularly focusing on those at greatest risk.

A GOAL TO RAISE £50,000

We’ve set ourselves a goal to raise £50,000 for the Mental Health Foundation, and we are already over halfway there, thanks to over 800 incredible supporters and our club teams and franchisees!

A huge thank you goes to our franchisees’ who opted into giving £5 for every new club member throughout May 2022 and to all the Club teams that got involved with fundraising.

LET’S START PLANNING FOR MAY 2023!

As we head towards Mental Health Awareness week, 15 to 21 May 2023, we’d love all clubs to get involved once again to help us reach the £50k target.

We’ll keep you updated with fantastic ideas and suggestions on fundraising events and activities you could host. However, you know your members and what works for your club, so start thinking about what you might do now!

IN NEED OF SOME INSPIRATION?

Natalie Brathwaite and her team at Snap Fitness Barry are currently topping the donations

leaderboard, with over £3,000 raised! A few examples of the events they hosted includes quiz nights, raffles, cake sales, fitness challenges, and more!

We chatted to Natalie, to get the secret to her excellent fundraising efforts, and to put it simply, teamwork makes the dream work and “no idea was ever too silly or too simple.”

Meet Natalie Brathwaite of Snap Fitness Barry

Natalie hosted weekly catch ups with all team members to review current funds, whilst checking in on activities. She always had a plan in place and encouraged her staff to contribute. Check out Natalie’s tips below for community charity events:

1. Lead by example: Set a clear challenge and make sure all the team get involved.

2. Link up with local businesses: Spend time asking local businesses to support by donating vouchers and gifts as prize giveaways.

3. Be enthusiastic: Ensure everyone is invested in the charity, set mini goals, and recognise achievements made.

4. Build momentum: Keep your foot on the gas, when you feel people are most engaged, launch the big event.

5. Ask face to face: Don’t be afraid to ask people in person, not everyone sees posters or social media.

A big thank you! Lastly, we’d like to thank our club teams and franchisees again, for the 800+ incredible supporters, and the current £26,749 raised on our Just Giving page for the Mental Health Foundation. Please begin to plan your fundraising events and activities to host now. And remember, there is no need to wait until mental health awareness week, as fundraising for such a fantastic cause can be done throughout the entire year. Thank you! •

Top 5 Fundraisers

2

3

4

5

1 Snap Fitness Barry, £3,118.00

Snap Fitness HQ, £1,888

Snap Fitness Neats Court, £1,364.16

Snap Fitness Bridgend, £1,066

Snap Fitness Hinckley, £1,051

Website Tips That Make A Difference

Learn some tips about your new club website and landing pages.

The brand-new Snap Fitness website is live! With a new look and content management system, Two Taps, if you haven’t already there’s no better opportunity than now to ensure that your club website and landing pages are optimised with the visitor in mind. Throughout your club’s website, there are various blocks where you can customise your content and highlight your community:

Club Message: Tell your story! Expand on the pre-set club message to personalise your club’s story and community.

Photos: Ensure that your photos are high quality and highlight various spaces throughout your club.

Club Specials: Want to highlight promotions or club events? The club specials block is a great place to provide additional information for prospects and existing members.

Let's Talk Campaign Landing Pages

You can create landing pages for your club to highlight special offers, events, personal training, and more. These campaign landing pages can be linked in a digital advertisement for a specific offering, or even in an Instagram story to direct members to sign up for an event.

Staff Hours: Keep your members in the loop! Update your staff hours to share when your club is staffed or unstaffed.

Group Classes: Want to let your members know about group class options? Add the class information directly on your club’s website!

Custom Content Block: Highlight your club's special features like personal training, or additional offerings.

Video: Show off your space! Add a video of a tour of your club.

WHAT IS A CALL TO ACTION AND WHY DO YOU NEED ONE ON YOUR WEBSITE?

A Call to Action (CTA) on a website is a few words of text that encourage website visitors to take a particular action. The CTA is often a clickable button or hyperlinked text that initiate

With the new content management system Two Taps, it’s easier than ever to create your own landing pages for your club. There are pre-built templates for you to select as a starting point to build your page. Just update the copy, CTAs, and drop in your own images and you’re done!

Feeling like you want to give building your own custom

some kind of form submission, phone call, or other contact method. Your CTA text should be simple and instructional, such as "Learn More" or "Contact Us" so the website visitor knows what to expect next.

When adding CTAs to your campaign landing pages, it is recommended to have various types of CTAs that are spread out across the page. On the example page to the right, there is a "Join Now" button at the top, a form and "Submit" button, as well as social media links, the "Book a Tour" and "Contact Us" buttons at the bottom. When looking at this page, a user is encouraged to take action at points in their journey through the landing page.

landing page a try? It's easier than ever to build an effective landing page with the help of the block library within Two Taps. Select the blocks you want to use, select your background colors, and add your content. Please reach out to the marketing team for support if needed.

marketing@snapfitness.co.uk

Example Club Landing Page

Get started by using one of the “Starter Page Layout” templates for your landing page, then customize by adding/removing content blocks, text, and images.

Include relevant information to the subject of the landing page. This page is about a PT offer, so images of the PTs were included.

Including imagery on a landing page is essential for offers. Dynamically link your photos from your club page or upload other images.

We’ve created the following list of templates for you to use:

· Birthday

· Campaign

· Special Offer

· Charity fundraising

· Open Day

Let's Talk Website Data Flows

Learn more about the website data flows - from the join process and book a tour button to the free trial button.

With the recent launch of the brand-new Snap Fitness website, there are more capabilities than ever before for a prospect to inquire about joining a club. A prospect can now book a tour, sign-up for a free trial, and purchase a membership directly from the club. Learn more about the website data flows for: Join, Book a Tour, and Free Trial button. As always, feel free to reach out to the marketing team if you have any additional questions.

bring it on!

Learn about how the global Q1 campaign came to fruition and the impact it made.

The beginning of the year is the fitness industry’s time to shine. It’s a phase for when our members and prospects set goals and look for resources to help. Our message to people this past quarter was to “Bring It On!”. Whether someone aspires to go to the gym more, learn a new skill or drink more water, this campaign message was designed to inspire people to bring on the new challenges the New Year has to offer.

The goal of the Q1 "Bring it On!" campaign creative was to inject an "organic" feel by capturing footage in a user generated style that was less staged. Using multiple frames within a frame, we were able to show off different shapes and sizes of our members and the various offerings in the gym. The creative assets were designed to be dynamic through constant animation and a mix of messaging that was empowering, motivating, and inspiring.

Every club was sent a ‘bring it on!’ wipe board to get members involved with the campaign. We saw loads of great responses from bringing on the teamwork through to bring on being a grandad!

Your Q2 ‘you’ve got this’ packs have now arrived with instagramable stickers, make sure you get them up and get members snapping and tagging!

Trust Builds Success

Boris and Stefan take ownership of Snap Fitness Hereford and pave the road to success with Lift Digital.

Boris and Stefan took over Snap Fitness Hereford in 2022, they were new to the fitness industry, although passionate about health and fitness due to their background in medicine. The club they acquired had its challenges with lead generation and conversion to sale. After a few months of steady but slow growth with their former ad agency, they made the decision to onboard with Lift Digital in November 2022.

When Hereford became one of

the 40+ clubs currently under Lift Digital, the team built a new Instagram/Facebook ads account and restructured an existing Google Ads account based on the learnings from existing Lift Digital clients. As well as this we built a tailored strategy for the club, taking into account their demographic and their individual needs.

Our strategy included focusing budget on Google search ads to capture high intent searchers in the local area, whilst having a

decent sized amount of spend on brand awareness social ads. For the social ads account the team built out a mixture of target audiences to reach a wide but relevant set of people, which included look-a-like, interests, and remarketing audiences.

With experience across several Snap Fitness clubs, having undergone a full rebrand in 2021, and facing the challenges of COVID-19, we have trialed and tested many strategies across Google and

Social channels. These learnings have helped us navigate the digital space amongst rising competition and increasing restrictions from advertising platforms.

However, it was also the willingness of Boris and Stefan to work with the team to provide local insights of the area and competition, and trust in their expertise, that led to a brilliant collaboration. This resulted in the club reaching their second highest peak in lead and sale volume of the whole 2022 within their first month (November) with Lift Digital – whilst also being in a lower-acquisition period in the fitness industry.

This collaboration has continued throughout the remaining of 2022 and into 2023. With regular check-ins between the marketing team and the franchisees to ensure constant improvement of the applied strategy, so that ad messaging aligns with their target audience and stands out amongst competitors.•

Switching over to Lift Digital has been revolutionary for us. It's been the perfect solution for the online marketing problems we were having. We were spending too much time back and forth with other agencies selecting and uploading assets to various different online platforms, endless campaigns briefings, and having to chase them for any in depth marketing analysis. With Lift Digital we have been able to successfully outsource our online marketing and free up our time. On top of this, we have had a far better cost per lead ratio than ever before, and we always receive excellent customer service from Michelle and the rest of the team."

50% Increase in Leads

57% Increase in Sales

A Breath of Fresh Air

Step inside the new look for Snap Fitness gyms.

In 2021 we started our journey to define who Snap Fitness is to stand out in the fitness market and help us better compete. Following third-party research and interviews with current and former members and franchisees, we honed our focus to ensure everything we do is all about feeling good rather than just looking good and providing a truly supportive environment.

Our new mission - to help people create positive lifestyle habits that make them feel fantastic – has been brought to life across every touch point from our refreshed logo,

creative campaigns, launch of the Snap App through to our new look gyms. We’ve seen some very positive results across the whole estate.

SPACES PEOPLE WANT TO BE IN

We’ve now opened 15 clubs in the new look and are embarking on a refresh programme across a number of existing locations globally. In designing our new gym look, we kept our member demographics and where they are on their fitness journey at the centre to this. The vast majority of our members are new to fitness or have tried

““I’ve recently opened my fifth Snap Fitness, the first with the new look. It’s great to see the evolution, taking inspiration for within the fitness industry but also other sectors to ensure Snap Fitness gyms are aspirational. It continues to cement our position as premium yet affordable. Prospective members are very impressed when we the step into the gym.”

—

Kunal Patel

before and it’s just not stuck, many told us that they felt intimated to step into a gym!

Our new look sports more welcoming and positive messaging in clubs, lighter wood finishes and more casual seating options. Club floor plans also include wall mural options and ‘good mood’ messaging. •

Our clubs provide positive, welcoming messaging from the outside, making everyone feel relaxed about stepping in.

Our new murals focus on how members will feel after a great workout, being brighter and bolder!

First impressions count, we’ve switched low seated desks for bespoke wood panelled welcome desks, that ensure our club teams greet members at eye level.

We’ve added more touches of colour, with a warm yellow and orange to complement our Snap red, dark red and grey.

Great Results Across New Openings

• 400-800 members on opening, with Pontyclun smashing a long standing record

• Average of 1,000 members by month 4 – with some achieving by month 2!

• Average 1,200 members by month 6

• Waterford achieved the fastest to 2,000 in just over a year!

With transitions throughout the spaces with further positive reinforcements.

Congratulations to all the teams for their hard work in these fantastic achievements!

Yext: Why Reviews Matter

Learn how reviews can impact your club and best practice for responding to reviews.

The modern-day consumer relies on online reviews to help direct their purchasing decisions. So it’s not an understatement to say that online reviews can make a huge impact on your bottom line. Not only do reviews help consumers make purchasing decisions, they also provide Google with data on where you should rank in a given search result. Typically, businesses are ranked on Google using distance, relevance, and prominence. When a business has recent, frequent, and quality reviews on google, it helps rank the business higher in prominence compared to competitors who have fewer reviews. Are you in need of more reviews for your club? Try encouraging members to leave a review by asking them directly, including a link in your member newsletter, and adding signage in your club or on a Myzone TV. You can add a QR code to signage that leads straight to your Google business profile!

Respond to a review, positive or negative. When businesses respond to reviews (no matter the sentiment), they have a 0.35 higher star ranking than businesses who don’t respond to reviews at all.

Ask questions when details aren’t clear. See a review from a member that you don’t fully understand? Don’t be afraid to ask questions to the author! It is proven that consumers like when a brand is transparent and offers to help find a solution to the issue.

Include SEO keywords. When writing your response to a review, consider using top SEO keywords to help Google rank your club higher. Some top SEO keywords to consider using include “gym”, “24-hour gym”, and “gym membership”.

Sign your name at the end of your response. This is a small detail that goes a long way. Signing your name after each reply shows the author of the review that you’re a real person responding and that their review matters to you.

Ask for help. Need some extra help learning about responding to reviews or want additional strategies? Talk with your regional Marketing Specialist or your FBC for more information. •

TIPS TO CONSIDER WHEN RESPONDING TO REVIEWS

OVERVIEW OF REVIEWS FROM THE UK CLUBS

From January - March 2023, there was a total of 2,400 reviews with an average rating of 4.85 stars.

Negative Response Templates

Hello [Reviewer Name],

Thank you for taking the time to share your feedback with us. I’m sorry to hear that your experience hasn’t met your expectations on this occasion. It sounds like [insert reason for the miscommunication]. I’ve shared this with the team so we can make our [insert policy] a little clearer. Please do reach out [insert contact info] if we can assist further.

Hello [Reviewer Name],

I’m sorry to hear about your disappointing experience with us. It’s always our intention to provide great customer service and useful, transparent advice. Please accept our sincerest apologies that we didn’t live up to your expectations on this occasion. I’m thankful that you reached out to share your experience as your valuable feedback helps us to improve our processes and better serve our clients. Please reach out to us at [insert contact info] to discuss how we can make this right.

Customize your response based on the issue

Keep in mind that your responses will be public and using a “copy and paste” response approach, especially for negative reviews, could look worse than if you hadn’t responded at all as it could come across as though you don’t care about the issue. Here are some examples of responses to help get you started.

Positive Response Templates

Hello [Reviewer Name],

We’re so happy to hear that you enjoyed [insert experience] and look forward to welcoming you again soon!

Hello [Reviewer Name],

First of all, thank you so much for sharing your feedback with us—we really value your input and flagging up areas where we can further improve. I’m so happy to hear that [insert staff name] was able to help you [insert outcome] and put things right. It sounds like you [insert end result]. I’m pleased we were able to help!

My Snap Story

Members nationwide share their stories of how Snap Fitness has impacted their lives

NO LIMITS

Snap Fitness Stourbridge, UK

A huge congratulations to member Jim, who won member of the month at our Stourbridge club! During his 5 years at Snap, Jim has continued to train despite suffering from 3 severe strokes. His strong mindedness and incredible determination continues to inspire us all. Jim doesn’t let anything get him down and remains consistent with his training sessions and workout routine. He loves attending Snap, and once he’s on that treadmill there’s no stopping him!

A TRUE INSPIRATION

Snap Fitness Neats Court, UK

Meet Snap member and now staff member, Haydn. Haydn joined the gym when it first opened in 2019 and had personal training sessions with Emma Ashby, to help with his cerebral palsy. He built a fantastic bond with the team and now works as receptionist every Saturday doing gym tours, office work, cleaning and maintenance.

SNAP FITNESS IS THE BEST GYM I HAVE EVER BEEN TO Snap Fitness Christchurch, UK Ready to be truly amazed? In just 10 months, emergency services nurse Penny, age 46, reached her lowest ever weight of 77kg, after losing 29kg in October 2022. During Covid, Penny struggled with her physical and mental health. She gained 5 stone whilst battling with severe anxiety. She signed up to Snap Christchurch in January 2022 and her life transformed thanks to the incredible club support, reassurance, and care. Penny evolved into her happiest self, with Snap as a second family and true community of friends.

Let Us Hear YOUR Member's Snap Story!

Member stories are OUR stories. They’re our reason for being. We encourage all owners to ask their members to keep telling their stories and sharing them for the benefit of other members. We never know whose lives we’re touching and all the ways we’re inspiring others. Have your members submit their stories to marketing@snapfitness.co.uk

Five Years and Counting

Snap Fitness Ingelmunster (Belgium) marks its milestone anniversary in style.

Snap Fitness Ingelmunster recently celebrated its 5-year anniversary, and what a ride it has been! The club is owned by Kurt and Fidel. Kurt has been with this location since the beginning and Fidel has worked at the club as a personal trainer from the start and joined Kurt as a co-owner in January. To celebrate their successful 5 years, the club organised personal training session giveaways on social media.

We had the opportunity to ask Kurt about what about Snap Fitness caught his eye as a franchise opportunity, and he said, “I love the Snap Fitness brand for many reasons, but the 24/7 concept stood out to me the most when deciding to franchise. I appreciate the fact that this feature makes fitness accessible for anyone and it offers an unparalleled level of flexibility for gym-goers worldwide.”

Over the last five years, Kurt’s journey has been one of hard work, dedication, and overcoming challenges, especially with the COVID-19 pandemic. They persevered through it all, ensuring that the gym remained safe for

members, even during the toughest times. The pandemic required a quick shift in strategy, but Kurt’s commitment to serving their community never wavered.

When asked about advice for other franchisees and club managers, Kurt said to continually reinvent yourselves and your club and constantly looking for ways to improve your club’s offerings. Kurt also recommends to always ask for feedback from members as a way to gain insights and ideas for improving your club's service offerings.

Kurt and Fidel’s journeys over the last five years has been of dedication, hard work, and perseverance, and they are excited to see what the next five years will bring. Looking

ahead, they aim to continue growing their customer base and focus on their personal training service and experiences. Congratulations to the entire team at Snap Fitness Ingelmunster, here's to another five years of success and growth! •

Meet Franchisees Kurt and Fidel!

Focus on your own strengths and keep believing in yourself. Keep your goal in mind but don’t forget to enjoy the journey."

— Kurt

Enhancing the Fitness Experience

Learn more about the latest Snap App updates that increase the amount of fitness services to members.

The Snap App member experience just got even better! The latest updates to the Snap App allow members to take their fitness experience to the next level with the brand-new ability to log workouts, access updated fitness programs and user experience, and view additional visual content with instructional videos and more on-demand workouts.

“We are so excited to bring these new features to the Snap App as they will further enhance the user experience for Snap Fitness members. With the additional content, especially the brand-new feature to log workouts, the Snap App is truly a one-stop source for our members to take their fitness journey to the next level,” says Andy Peat, Chief Product Officer at Snap Fitness.

WORKOUT LOG FEATURE

In the latest Snap App update, a user can now set goals for a particular exercise, record the weight and repetition statistics for each exercise in their workout,

watch instructional videos of the exercise to ensure proper form, and even track their progress over time in easily comprehensible charts. A member can track their progress easier than ever and hit their goals with data on their side.

UPDATED FITNESS PROGRAMMESS & NEW CONTENT

The user experience just got even better with the addition of 20 new programmes. In addition to the Journey Programmes, members now can choose programmes based off their favorite workouts like HITT, strength, and many more. A user now has a visual representation of how far along in the programme they are with the brand-new progress bar feature. If a user is participating in a programme, they can also access their workout log and track the exercises directly from the selected programme. When a programme is completed, the Snap App now recommends another programme for the user to try based on their goals. With the instructional exercise videos within the new workout log feature and new on-demand workouts, there is now more video content than ever available on the Snap App. •

Snap it up! To download the new Snap App, please visit www.snapfitness.com/uk/snap-app

Top 10

1 Snap App Fitness Challenge: A friendly fitness competition between members will create a sense of community and encourage activity.

2 “Member of the Month” Spotlight: Give a member introduction as well as their “Snap Story." Have fun!

3 Give Back: Partner with a local charity. Set up food/ clothing drives or collect donations in your club and get member participation.

4 Member appreciation week: Show your members some love by hosting various activities throughout the week like giveaways, in-gym competitions, or providing healthy snacks.

5 In-gym challenge: The opportunities are endless! Host exercise and referral challenges in an effort to bring out the competitive side in your members.

… ideas to increase member engagement in your club

6 Get social: Encourage members to follow your club on social media so they can stay engaged and stay up-to-date on club news.

7 Club Facebook group: Create space for members to connect, share workout ideas, and more!

8 Run a local 5K: Encourage your members to join and represent your club. If it's a charitable cause, set a team fundraising goal.

9 Host a community event: An event for your members and their families will create memories and interactions. Get creative.

10 Build a relationship: Talk with your members and strike meaningful conversations when members come into the gym. This will give you insight and help you learn more about their goals. •

Find ready to use and editable templates within Digital Stack to promote community events, fundraisers, and more!

You’ll have the opportunity to connect with representatives of each sponsor at the convention in either the exhibition area or in person.

We want to hear from you!

To be featured in the Summer edition of impact, send your stories, best practices, member highlights, photos, and shout-outs to marketing@snapfitness.co.uk