Customer Story

Fitness First Flexes Its Muscles With Yext

Fitness First, one of the world's largest gym operators, relies on Yext as a central source of truth for its digital information. The goal of the collaboration is to increase the visibility of Fitness First on the Internet and to enable an improved customer journey.

25% increase in Get Directions clicks
50% increase in clicks to website
60% higher response rate to online ratings
Industry
Fitness
Size
70 locations
The Challenge
Fitness First sought to optimize its digital presence for greater online discoverability. The competition between the providers is tough and an optimized presence in the digital space is indispensable.
See Results

Yext enables the company to efficiently manage digital information for its more than 70 locations in Germany, respond quickly and efficiently to online reviews, and gain insight into local competitors.

Improved Digital Presence

The fitness industry is booming. More than 10 million people in Germany are members of a gym and this number grows each year. The competition between gym operators is tough and online discoverability is essential to attract customers. To remain competitive in this landscape, Fitness First partnered with Yext for increased digital visibility, optimal customer service online, and the ability to synchronize location and employee information across multiple digital touchpoints through the Yext Knowledge Engine. Key brand data are uniformly fed into discovery services like search engines and voice assistants, driving increased engagement: In its first year of working with Yext, Fitness First increased “Get Directions” clicks by 25 percent and “Visit Website” clicks by 50 percent over the same period last year.

Yext provides the fitness chain with a powerful package that measurably increases its visibility in the digital space. In addition, the solution can ensure that essential brand data — such as opening hours and addresses — is up-to-date, error-free and consistent across all connected platforms. Fitness First has been working with Yext since December 2017. Custom Yext APIs allow Fitness First to easily store location data from their respective stores, something that did not work with the previous infrastructure.

Reputation Management by Branch Employees

With Yext Reviews, Fitness First also keeps track of all reviews of its sites that appear on various online channels. The customer feedback is answered by the respective digital managers who are at each location. They are also responsible for maintaining location information through Yext. There are various custom user roles, so Fitness First employees can only access the data that is relevant to them. In addition, Yext also enables Fitness First to monitor local competition. Since launching with Yext Reviews, Fitness First has increased the online response rate from 32 to 60 percent. The average rating across branches has increased by 0.1 stars.

Yext Delivers a Customized 360-Degree Solution

“An optimal online presence for our 74 locations is very important to us,” says Christophe Collinet, Director Marketing & Strategy at Fitness First. “We want to reach as many people as possible with our offerings. An optimized presence for Fitness First in the digital space is absolutely necessary for this. With the help of Yext, we now have an accurate view of our digital information and an easy way to update our location data directly from the stores at any time. Yext’s user roles also allow our employees at the sites to independently respond to online reviews. Yext has also significantly increased our visibility on Google. I have a very good feeling when working together. “

“Using the Yext solution, we now have an accurate view of our digital information and an easy way to update our location data from the branches at any time.”
Christophe Collinet Director Marketing & Strategy, Fitness First

“Fitness First has recognized the need for correct digital knowledge — especially in the highly competitive fitness market. As an innovative leader in Digital Knowledge Management, we provide Fitness First with an individualized package to cover all areas where action was needed, “said Michael Hartwig, Managing Partner at Yext. “As our numbers show, we’ve made significant progress in fitness visibility and customer feedback within months.”

Results
25% increase in Get Directions clicks
50% increase in clicks to website
60% higher response rate to online ratings

With its platform, Yext provides the company with increased visibility, optimal customer service on the internet, and the ability to synchronize location and employee information through the Yext Knowledge Engine.

In its first year of working with Yext, Fitness First increased its Direction Clicks by 25 percent and its website clicks by 50 percent over the same period last year.

Since the launch of Yext Review Response, Fitness First has been able to increase the online response rate from 32 to 60 percent. The valuation average for the branches has increased by 0.1 stars.

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