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.

Connect with Annie:

• Visit: OASISCONSULTINGFIRM.CO
• Follow Annie on LinkedIn