In this episode of Well Run, Annie Adragna, a seasoned consultant and mentor in the fitness and wellness industry, explores one of the most overlooked truths in club management: member love doesn’t equal member loyalty.

Annie breaks down why retention is built on behavior, not just sentiment and why usage frequency is the single greatest predictor of long-term loyalty. From onboarding to group class participation, she shares practical strategies for building a retention dashboard that highlights early warning signs and opportunities to re-engage members before they walk out the door.

You’ll also hear a powerful story from The Ritz-Carlton that illustrates how small but meaningful gestures transform satisfied customers into lifelong loyal advocates...something every club operator can apply today.

Key Takeaways:

• Love is an emotion. Loyalty is a behavior.
• Why tracking member usage in the first 90 days is critical.
• The surprising retention power of group exercise.
• How proactive outreach and personalized touchpoints drive loyalty.
• What the fitness industry can learn from Ritz-Carlton’s legendary service culture.

If you want to build an unshakeable membership base, this episode is packed with strategies you can start using right away.

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Oasis Consulting Firm
People-first consulting for luxury health clubs, boutique studios, spas and recovery centers. We help you grow revenue, improve retention, and build teams that last. Founded by Annie Adragna, 20+ years in leadership and executive recruiting across top brands like Life Time, Equinox and Midtown Athletic Clubs.

Work with us: oasisconsultingfirm.co (find ways to work together, schedule a 30-minute call with Annie and grab some free resources there)

Connect:

• Email: [email protected]
• Instagram: @oasis_consulting_firm
• LinkedIn: Annie Adragna

About Annie:
Founder of Oasis Consulting Firm and host of Well Run Podcast. Consultant, strategist and executive recruiter focused on people-first operations and profitable growth.