WELCOME TO THE
EXPERIENCE AGE
The next era of fitness studio education & consultancy
passionate about experience
Hi, my name is Emma Masters, founder of Experience Age Consultancy.
Since I was a little girl there has been a driving force behind everything I have set out to do.
Whether it has been up on stage performing, delivering classes, mentoring students, or hosting events, my purpose has always been to deliver world class experience.
Because I know that exceptional experience, that brings people into the moment, that allows them to take a step back from their daily lives, enables them to feel something deep within them - something special, and evoking that feeling is priceless.
You are here because you want to make sure you are evoking that same feeling in your members, visit after visit, class after class.
AND I’m here to help you achieve it!
why Customer service is no longer enough
With the move through industrialisation came The Information Age - that era birthed in the 1970s, characterised by technologically-driven economy. And while the advancements our civilisation can attribute to the lightning-fast access to, and processing of, information is undeniable, feeling disconnected in an ever-technologically connected world has left us wanting more.
So, too, came the ‘Customer Service Phase’, where providing excellent care of our customers was enough; where 5 star service with top quality, expensive product was the benchmark of excellence, and where our facility’s performance was based around how willing or able we were to provide such a service. However, over the last decade we have segued into a new phase, barrelling towards The Experience Age at a rate of knots.
Our values, wants and needs have shifted. We are looking for more than customer service alone.
Ever wondered why you are willing to spend $30 for some avocado on toast, when you could very easily whip up the same meal at home, for less than half the price? We have transitioned into an era where customers are willing to spend 4 x the amount of money on a product or service, as long as the business delivers on EXPERIENCE.
I have discovered the method to creating the ultimate experience within YOUR business, it starts right here…
MY mission
I believe that experience starts and ends with human connection and communication.
More than ever, human beings are craving connection; that affinity to each other and to ourselves. I understand how these factors are of vital importance in every facet of life; how they shape who we are, and navigate us to success.
We are in an era where people value ‘FEELS’ over ‘THINGS’.
My mission is to facilitate an end to end member experience within your business, that means every one of your customers have the tools to achieve their highest potential, not just in health and fitness, but in all aspects of their lives.
What I do
I am here to identify the gaps in your facilities current experience journey
I am here to guide you through simple steps to success
I am here to train your team
I am here to mentor + develop your instructors
I am here to provide a bespoke solution for your health club, gym, boutique or online fitness platform to ensure a thriving business, with exceptional member retention.
"Incredible! mind is awakened!!! My staff and my members won't know what hit them."
- delegate, filex convention 2019
Let’s chat
Ready to take your business or facility from the customer service phase to The Experience Age?
Get in touch!