Turning hesitant members into loyal customers and growth drivers
How we helped a sports club chain in Saudi Arabia improve member commitment, increase renewal rates, and open a new revenue channel through a smart app that delivers personalized training plans, nutrition guidance, behavioral reminders, and in-app product recommendations.
Project Snapshot
Client
Sports club chain
Country
Saudi Arabia
Industry
Fitness and sports operations
Stage
Growth / Retention and revenue optimization
Solution Type
Fitness App + Personalized Plans + Smart Nudging + In-App Store + Behavioral Recommendations
Goal
Reduce member churn, improve workout commitment, increase subscription renewals, and grow add-on product sales inside the club.
Situation
The sports club chain was facing two connected problems: fast customer churn and weak add-on product sales. Members paid for high-value subscriptions, but after joining the club, many did not know where to start. They did not have a training plan that matched their level, a nutrition system based on their measurements and goals, or consistent follow-up that helped them stay committed. Over time, members felt frustrated, visited less often, and eventually stopped attending or did not renew. From the management side, trainers could not personally follow hundreds of members at scale. Product sales, such as supplements and sports tools, relied mostly on direct hard selling, which often pushed customers away instead of encouraging them to buy.
Challenge
The challenge was not only to hire more trainers. The club needed a digital experience that makes every member feel personally guided without adding operational pressure to the team.
- High member churn after joining.
- Low workout commitment due to lack of clear plans.
- Difficulty following large numbers of members individually.
- Weak sales of add-on products inside the club.
- Reliance on direct selling that may irritate customers.
- No clear link between member goals and recommended products.
- Limited use of member data to improve retention and experience.
- High acquisition cost to replace members who do not renew.
What Ensdim Built
We built a digital experience that supports members from the moment they join, turning the app into a personal guide, commitment tool, and smart sales channel.
The goal was not to make the member think more. It was to give them a clear path to follow.
This made members feel that they had continuous support, even outside the club.
Business Impact
The solution helped the club turn membership from random attendance into a continuous digital journey that improves commitment and increases customer lifetime value.
45% increase in retention and subscription renewal rates.
35% reduction in customer acquisition cost through referrals and positive member experience.
60% increase in internal product and supplement sales.
Less dependency on hard selling inside branches.
Better member commitment through clear plans and smart reminders.
Stronger feeling of personal attention and support.
Trainers became able to support more members without heavy operational pressure.
The app became an additional revenue channel for the club.
Better management decisions based on commitment, engagement, and sales data.
Loyal members became brand advocates through referrals and positive experience.
Why This Case Matters
This case shows that the biggest problem for sports clubs is not always attracting new members. It is helping existing members stay committed until they see real progress. When a member does not know where to start or cannot see clear progress, leaving or not renewing becomes easy. The solution was to build a digital experience that reduces confusion, guides the member step by step, and connects product recommendations to the member’s current goal. In this case, the app was not just a display tool. It became a retention and growth system: helping members stay committed, helping the club sell smarter, and increasing the lifetime value of each customer.
Related Solutions
Client Workspace
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