Radical Customer Obsession: Unlocking Growth, Loyalty, and Advocacy with Amanda Stevens | Episode 550
Fitness Business Podcast: Leadership, Innovation, and Profit
Release Date: 10/16/2025
How HYROX Is Helping Gyms Grow Revenue, Retention & Memberships with Andrew Sugerman (S6 E1)
Fitness Business Podcast: Leadership, Innovation, and Profit
HYROX is no longer just an event. It’s becoming a global sport, and gyms are in a prime position to benefit. In this Season 6 opener, JT speaks with Andrew Sugerman, CEO of Center, about why HYROX participation is surging and what it means for fitness business owners. You’ll learn: - Why gyms are becoming training hubs - How HYROX may improve retention and acquisition - New revenue opportunities for operators - How much space is needed for a HYROX zone - Whether boutique studios and independents should get involved If you’ve been hearing about HYROX and wondering if it matters for your...
info_outline
The Untold Story Behind the Fitness Business Podcast | JT on Imposter Syndrome, Leadership & Purpose | Episode 557
Fitness Business Podcast: Leadership, Innovation, and Profit
Stories do what facts alone cannot. They make people feel, remember, trust, and act. In this special season finale takeover, master storyteller Danielle Krischik (podcast host and author of The Story Effect) flips the mic and interviews JT so you can hear the real reason behind the Fitness Business Podcast, , and JT’s mission to get more people moving in quality facilities with qualified professionals. Key highlights from the episode: Why storytelling shifts your brand from what you sell to why you exist How JT’s early life, sport, and career pivot shaped his leadership style The...
info_outline
Burnout in the Fitness Industry: How to Protect Your Health, Team, and Career Longevity with Emahlea Wilcher | Episode 556
Fitness Business Podcast: Leadership, Innovation, and Profit
Burnout is not a badge of honor. For years, working 22-hour days and never taking holidays was worn as proof of resilience. But the reality is different. A 2025 study published in the American Journal of Preventative Medicine estimates burnout costs employers between $4,000 and $21,000 per employee per year in lost productivity, disengagement, and turnover. In this Wise Words episode, Justin Tamsett sits down with clinician, scientist, and founder of New Approach Health, Emahlea Wilcher, to unpack what burnout really is, how it impacts your body and brain, and what you can do right now to...
info_outline
How to Motivate Your Fitness Staff with Gamification and Recognition with Alex Grande | Episode 555
Fitness Business Podcast: Leadership, Innovation, and Profit
Staff turnover remains one of the biggest challenges in the fitness industry, especially with part time and casual teams. In this episode, Justin Tamsett is joined by Alex Grande, psychologist and workplace recognition expert, to unpack how gamification, rewards, and genuine recognition can dramatically improve engagement, performance, and retention in fitness businesses. Alex explains the science behind motivation, the difference between intrinsic and extrinsic drivers, and why simple, low cost recognition programs often outperform expensive incentive schemes. Together, they explore practical...
info_outline
Fueling Leadership: Self-Leadership, Values, and Alignment with Heather Wiser Soubra | Episode 554
Fitness Business Podcast: Leadership, Innovation, and Profit
If your body and mind are the engine of your leadership, what fuel are you putting into it? In this episode of The Fitness Business Podcast, Justin Tamsett sits down with Heather Wise Soubra, founder and CEO of Wiser Way Coaching and Director of the George Washington Leadership Institute at Mount Vernon. Heather shares powerful, practical insights on self-leadership—exploring how clarity, presence, values, habits, and alignment shape not just how we lead others, but how we lead ourselves first. This conversation is especially relevant for fitness business owners and leaders navigating...
info_outline
Stop Losing Money on Bad Hires: Expert Fitness Recruiting Strategies with Christine Howe | Episode 553
Fitness Business Podcast: Leadership, Innovation, and Profit
Hiring the right people can make or break your fitness business. One great hire can elevate culture, performance, and profitability — while one poor hire can drain time, money, and momentum. In this episode, Justin “JT” Tamsett sits down with Christine Howe, founder of Fit Pro Finders and one of the most experienced recruiters in the global fitness industry, to unpack what it really takes to find, interview, and retain top talent today. From AI in recruitment to interviewing techniques, compensation strategy, onboarding, and resume red flags, Christine shares practical, experience-driven...
info_outline
Stop Leaving Money on the Shelf: The Retail Strategy Every Gym Needs with Meredith Rosson | Episode 552
Fitness Business Podcast: Leadership, Innovation, and Profit
Retail inside fitness clubs often feels like a high-effort afterthought - but according to retail strategist Meredith Rosson, it’s one of the most untapped revenue streams in the industry. In this episode, Meredith breaks down how clubs can turn merchandise, apparel, accessories, and grab-and-go essentials into a meaningful secondary income source. With real numbers, practical frameworks, and a powerful client case study, she shows exactly how clubs of any size can create retail programs that elevate experience, drive fandom, and generate serious profit. If you’ve ever wondered what to...
info_outline
How to Persuade Anyone to Take Action (Without Being Pushy) with Michelle Bowden | Episode 551
Fitness Business Podcast: Leadership, Innovation, and Profit
Persuasion expert Michelle Bowden, whose episode 83 on the Fitness Business Podcast ranks in the all-time top 20, is back to break down the science of influence and how to connect with every prospect and member. If you want to boost sales, retention, and team member engagement without resorting to manipulative tactics or "buyer's remorse," this episode is a must-listen. Michelle explains the difference between influence and authentic persuasion, introduces her four persuasion types, and gives practical, 1% tips you can implement today to become a stronger communicator and get more of what you...
info_outline
Radical Customer Obsession: Unlocking Growth, Loyalty, and Advocacy with Amanda Stevens | Episode 550
Fitness Business Podcast: Leadership, Innovation, and Profit
Discover the surprising power of "Radical Customer Obsession" with author and expert Amanda Stevens. She explains that in a digitally distracted world, the key to success is getting to the heart of what your customers really need, not just what they tell you. From understanding the "Inner Circle" dynamic of female members to learning from other industries, this episode is packed with brilliant insights on how to create a "sticky" business that defies market pressures and turns customers into disciples. Key highlights from the episode: - Know Your Customer Intimately: Get "insanely curious"...
info_outline
Conscious Leadership: Science-Backed Strategies to Respond, Build Trust, and Lead Fitness Teams with Rachel Russo | Episode 549
Fitness Business Podcast: Leadership, Innovation, and Profit
Discover the surprising science behind conscious leadership with Rachel Russo, who reveals how a simple pause and breath can activate your brain’s logic center and shift your leadership style from reactive to responsive. Fitness leaders will learn how journaling daily not only calms the mind but improves immune function and creativity. Plus, explore how self-awareness builds trust and collaboration in fitness teams where knowing your body meets leading your people. Ready to transform your leadership muscle and tackle your blind spots? This episode is packed with powerful insights and...
info_outlineDiscover the surprising power of "Radical Customer Obsession" with author and expert Amanda Stevens. She explains that in a digitally distracted world, the key to success is getting to the heart of what your customers really need, not just what they tell you. From understanding the "Inner Circle" dynamic of female members to learning from other industries, this episode is packed with brilliant insights on how to create a "sticky" business that defies market pressures and turns customers into disciples.
Key highlights from the episode:
- Know Your Customer Intimately: Get "insanely curious" about your members, because the person who joined your gym isn't the same person they are today.
- The Power of the Inner Circle: For female members, the "inner circle" of 2-3 friends is a primary source of information. Gaining a higher market share of these circles can increase member loyalty and tenure.
- High-Tech, High-Touch: The future of the customer experience in the fitness industry will exist at the intersection of high tech and high touch, where you leverage technology while focusing on human moments that algorithms can't compete with.
Curious about the future host of Fitness Business Podcast? That's Zoe, the host JT's daughter!
Know the SECRET codeword? Submit it here for the chance to win a $100 Amazon Gift Card!* https://www.fitnessbusinesspodcast.com/codeword
Ready for more:
- Become an FBP Insider and get 7 days FREE to start! Learn more on Patreon: https://patreon.com/FitnessBusinessPodcast
- Our FREE LIVE online events created specifically for fitness business owners, managers, and coaches who want to sharpen their skills and grow their business - Learn More: https://fitnessbusinesspodcast.com/onlineevents
- Leave us a voicemail: https://fitnessbusinesspodcast.com/leave-us-a-voicemail/
- Leave a rating on Spotify or Apple Podcasts: https://fitnessbusinesspodcast.com/review/
Quotes:
"The members that you have in your club right now are not the same people that joined." - Amanda Stevens
"If you make people advisors, you make them advocates." - Amanda Stevens
"Customer experiences are really just employee experiences played out one by one." - Amanda Stevens
Resources:
- Become an FBP Insider on Patreon: https://patreon.com/FitnessBusinessPodcast
- Fitness Business Podcast’s LinkedIn Community: https://www.linkedin.com/groups/9878228/
- Mystery Shopping for Fitness Businesses: https://mysteryshoppingforfitnessbusinesses.com.au/
- Episode 171 of Fitness Business Podcast: https://fitnessbusinesspodcast.com/171-ignite-the-customer-experience-in-your-fitness-business-with-amanda-stevens/
Our Guest:
Amanda Stevens, Author and Keynote Speaker on Consumer Trends and Customer Experience
LinkedIn: https://www.linkedin.com/in/marketingamanda/?originalSubdomain=au
Website: https://amandastevens.com.au/
Radical Customer Obsession Book: https://amandastevens.com.au/rco-order/
Merch Sponsor:
Be a Merch Sponsor - https://fitnessbusinesspodcast.com/merch/
REX Roundtables:
Website: www.REXRoundtables.com
Email: Eddie@REXRoundtables.com
Suppliers:
Brittany Ficano, Program Director at Budderfly: https://www.linkedin.com/in/brittanyficano01251991/
Website: https://www.budderfly.com/
LinkedIn: https://www.linkedin.com/company/budderfly-inc/
Facebook: https://www.facebook.com/budderflyenergy
Instagram: https://www.instagram.com/budderfly_inc/
Optimizing Energy for Healthcare & Fitness Facilities: https://www.budderfly.com/the-budderfly-effect/healthcare-fitness/
REX Roundtables Trusted Suppliers:
Egym: Providing digital fitness solutions and equipment. https://egym.com/uk
Budderfly: Increasing energy efficiency with no upfront costs or risk https://www.budderfly.com
Lionel University: flexible online programs in exercise science. https://www.lionel.edu/
EVOLT 360: providing body composition analysis technology. https://evolt360.com/
American Barbell: getting to you high-quality fitness and strength equipment https://americanbarbell.com/
Skip to the good part:
00:00 Introduction to the guest Amanda Stevens and her book
03:00 Why customer obsession is so important in a noisy, digitally distracted market
04:00 The evolving consumer and the collision of fitness, wellness, and anti-aging
06:00 The future of health and preventative care, and what fitness businesses can learn from it
08:00 Learning from other industries: The "safari tours" concept
10:00 Case study: Mecca's radical approach to knowing its customer
12:00 The fear of niching down and understanding customer avatars
14:00 Loyalty programs: The secret to stickiness or a source of friction?
16:00 Two key strategies: curiosity and celebration
19:00 The importance of an internal customer experience strategy and employee retention
21:00 The "Inner Circle" dynamic and how it impacts member retention and loyalty
24:00 How to become radically customer obsessed in the last quarter of the year
25:00 The intersection of high-tech and high-touch in the AI era
About Our Guest: Amanda Stevens is a leading authority on consumer behavior and the author of Radical Customer Obsession. Having spoken at over 40 conferences in 23 countries, she has provided insights to a wide variety of industries, from pet stores to hotel chains. Her work focuses on helping businesses understand what their customers are thinking and feeling, what their motivations are, and what keeps them awake at night.
About Your Host: Justin "JT" Tamsett is a fitness industry veteran with over 30 years of experience who aims to reduce global healthcare costs by promoting physical activity. Through his company Active Management, he provides business coaching to fitness entrepreneurs, leads 8 REX Roundtables in the US and Australia, and has spoken at over 40 conferences across 23 countries. His ultimate goal is to create a world of opportunity for his daughter Zoe by helping more people move and stay healthy, while empowering gym owners to build successful businesses that contribute to a healthier society
Please note: We only recommend products we care about (affiliate links support our free content). Thank you for your support!