In this podcast episode, Paul talks with Thiago Somera, the Infrastructure and Supply Chain Director of Smart Fit. Discover how Smart Fit unlocked the power of digital technology to build the powerful Smart Fit health club brand and growing a digital brand to over 500K Subscribers.
The Smart Fit digital solutions allow customers to be well-guided by trainers to work out both inside or outside the gym, through the Smart Fit App and Smart Fit GO (an on-demand workout platform).
About Thiago Somera
Thiago’s has a long history of international trade marketing and supply chain experience.Smart Fit entered the Latin American market in 2009 with the high volume, low cost fitness model. He was able to grow Smart Fit’s infrastructure to support their growth with physical clubs and digital platforms.
How Smart Fit Expanded Beyond Boundaries
Smart Fit’s journey began in 1996 as a premium operation, and in just 14 years, they expanded to an astounding 1400 clubs. However, this rapid expansion didn’t come without challenges. The company faced the daunting task of breaking into local markets that were not initially ready for such growth. Nevertheless, Smart Fit took on the challenge head-on, propelling the fitness industry forward in these regions.
Building The Smart Fit Infrastructure And Culture
One of the biggest challenges Smart Fit encountered was upgrading their supply chain to match the pace of their expansion. This required teaching how to construct and adapt quickly, efficiently, and cost-effectively. Today, with an improved infrastructure, Smart Fit’s supply chain builds an impressive 200 clubs per year, a testament to their dedication to operational excellence.
Keys To Growing A Digital Brand
Smart Fit has a strong culture of innovation with the goals of constantly improving the customer experience and the productivity of clubs.
Let’s explore the digital concepts that allowed Smart Fit to build their brands into a successful synergy between their physical gyms and digital offerings. Their customer-driven and data-driven culture leverages digital offerings to engage customers and stay ahead in the fitness market.
Embrace the Digital Wave
Even before the pandemic, Smart Fit had its eyes set on digital trends. They launched their digital offerings, inspired by the success of platforms like Peloton, Wexer, and The Daily Burn in the US. Interestingly, Smart Fit took a different approach by not directly connecting their digital product with their physical gyms. They recognized that the customers engaging with their digital platform had slightly different needs and preferences than those who visited the gym.
Synergy Between Digital and Physical Offerings
To maintain a clear distinction between their digital and physical offerings, Smart Fit kept a separate brand and entity for their digital platform. This strategic decision allowed them to tap into different customer segments and avoid unnecessary cost overlap. The crossover between the two platforms was minimal, demonstrating the unique preferences of their customers across these channels.
Customer Confidence and Lifetime Value
Smart Fit recognized the importance of building customer confidence and understanding how it impacts lifetime value. They observed that less confident customers tend to engage more with digital products, while more confident ones frequent physical gyms. This insight allowed them to track lifetime value without being directly connected to the club and its systems.
Simplicity and Convenience
Thiago emphasized the significance of providing a hassle-free experience for customers. This experience is not just during membership sign-up but also when they decide to leave. Easy entry and exit processes ensure that customers feel in control and appreciated, ultimately leading to better retention and brand loyalty.
A Culture of Healthy Competition
Smart Fit boasts a unique company culture that fosters both collaboration and competition. The fitness directors share valuable experiences, product ideas, and industry insights while maintaining a healthy competitive spirit. This balance enables Smart Fit to innovate and stay ahead in a rapidly evolving industry.
Hyper-Personalization and Micro-Influencers
Smart Fit’s commitment to offering personalized fitness solutions is evident through their 150+ different programs, each tailored for specific personas or avatars. Additionally, they leverage micro-influencers on social media platforms like Instagram and TikTok to promote their products. This symbiotic relationship benefits both the influencers and Smart Fit, creating a circle of benefits.
Staying Agile During a Global Pandemic
The COVID-19 pandemic was a challenging period for all businesses, and Smart Fit was no exception. However, their ability to pivot quickly and adapt allowed them to grow a digital brand and retain a strong customer base. Thiago acknowledged that the pandemic was a shaking moment, but the approach they took proved effective in weathering the storm.
Embracing the Future with Technology
Smart Fit’s focus on technology is not just about flashy features; it’s about enhancing the overall fitness experience for customers, regardless of where they engage. Thiago emphasized that technology should bring meaningful improvements.
Smart Fit and Wexer share a similar vision about the power of agility, innovation, and customer-centricity in the fitness industry. By staying ahead of digital trends, embracing change, and continuously improving their products and services, Smart Fit carved a unique path to success. As the fitness industry continues to evolve, Smart Fit serves as an inspiration for other fitness operators to adapt, innovate, and thrive.
Contact Wexer to see how we can help you deliver a better fitness experience by growing a digital brand to deliver what your members want anytime and anywhere.
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