We use cookies to provide you with a better experience. If you continue to use this site, we'll assume you're happy with this. Alternatively, click here to find out how to manage these cookies

hide cookie message
80,259 News Articles

Bally's CIO Pumps Up Customer Experience With iPads, QR Codes and Video

After two bankruptcies, multiple lawsuits from customers and the sale of 225 gyms over the last decade, Bally Total Fitness was in trouble.

The gym chain had become known mostly for its binding contracts and unwelcoming atmosphere, says CIO Guy Thier, who launched several IT initiatives in 2011 to transform the way Bally's dealt with customers.

When he joined Bally's in 2003, Thier says the atmosphere at one of the company's gyms was like that of a used-car dealership. "When [customers] walked in, they would end up right in a salesperson's office. Once you bought the membership, you never heard from us again." That intimidating culture and process had to change, Thier says, starting with the front desk.

To continue reading, register here to become an Insider . You'll get free access to premium content from CIO, Computerworld, CSO, InfoWorld, and Network World. See more Insider content or sign in.


IDG UK Sites

Best Black Friday 2014 tech deals: Get bargains on smartphones, tablets, laptops and more

IDG UK Sites

What the Internet of Things will look like in 2015: homes will get smarter, people might get fitter

IDG UK Sites

See how Trunk's animated ad helped Ade Edmondson plug The Car Buying Service

IDG UK Sites

Yosemite tips: Complete Guide to OS X Yosemite