Paul has been working in the fitness industry for more than two decades. Has presented more than 150 international presentations in 31 different countries.
Paul currently divides his time between conducting research in the area of retention, attrition and customer loyalty and coaching businesses in practical approaches to improve all areas of the customer experience. Pauls research has reviewed the data from 4.5 million customers, from 4000+ clubs in 70 topic areas.
Paul is known for his extensive work with operators developing systems and practices to improve retention. His clients include, Gold’s Gym International, The Gym Group, Marriott Hotels Europe, Elixia Norway, Club Med Gyms Paris, Reebok Sports Club London and multiple public sector operators here in the UK.
His recent work has with the Hertfordshire Sports Village increased their revenue by 35% in just two years and generated a regular NPS score of 78+.
Paul has two master’s degrees, one in exercise and health behaviours the second in social science research. Paul’s research focus for PhD was in health club member retention