Journey
Retention that starts the day they join
Most members drift long before they cancel. Journey follows every member from the day they join and, when visits start to slip, reaches out directly or briefs your staff to step in personally.
Runs alongside the member management system you already use.
- A member joinsPicked up from your member system the day they sign.
- A plan from your rulesWelcome messages and offers you choose for the first weeks.
- Watches their visitsCheck-ins, classes and bookings, from your systems.
- Reaches out, or briefs your teamA message to the member, or a heads-up to staff with context and an offer.
- Logs what workedEvery message, staff touch and return visit, in your reports.
Why wait until they want to leave?
By the time a member asks to cancel, the habit is already gone.
| Member engagement | Today | With LookSphere |
|---|---|---|
| New members welcomed with a plan | Not always | Every member |
| Drifting members spotted | When they cancel | When visits slip |
| Outreach before the cancel request | Rarely | Every time |
| Staff briefed to engage in person | Rarely | When you choose |
Reach them directly, or through your team
Some members respond to a message. Others respond to a person who knows them. You choose which, rule by rule.
Product illustrations. Messages and offers follow the rules you approve.
Tell us how you welcome members, we build the rest
- How new members are onboarded today, and what they’re offered.
- The perks and offers you’re willing to use, and who should get them.
- What “drifting” means at your facility, for example no visit in two weeks.
- Who on your team should get heads-ups, such as the front desk or trainers.
- Access to your member management system’s API, which we help you set up.
Questions about Journey
What is proactive member retention?
Instead of waiting for a cancellation request, LookSphere Journey watches each member’s visits from the first day. When check-ins start to slip, it reaches out in your voice with an offer your rules allow, such as a class to try or an intro session, or it briefs your front desk and trainers so they can engage the member in person. Either way, it logs whether the member came back.
When does Journey start with a member?
The day they join. It picks up the new member from your member management system and follows them for as long as they stay.
Does it message members or brief my staff?
Either, and you choose. Some members get a message or an offer straight from the club, in your voice. For others, Journey gives your front desk or trainers a heads-up with what they need to know, such as how often the member has been coming and what they’ve been offered, and sometimes an offer to make in person. You set the rules for which members get which.
What can it offer?
Whatever you allow: a welcome note, a guest pass, an intro personal training session, a class to try. You choose the offers, the timing and the tone, and you approve the rules before anything runs.
How does it know a member is drifting?
From their visits. When check-ins, classes or bookings start to slip against your rules, Journey reaches out, or alerts your staff, before the member thinks about leaving.
Keep members from day one
Tell us how new members are welcomed today. We’ll reply within one business day.
90-day pilot at one facility. No change to your member system.