The Situation
This premium gym in Pune was fighting two battles at once. Members were leaving faster than new ones were joining, and the sign-up numbers had slowed to a crawl, just 6 new joiners in August. Fixing one problem without the other wasn't going to work. Retention and acquisition needed to move together.
What We Did
For retention, we integrated Reelo, a loyalty and rewards platform, replacing the gym's manual, spreadsheet-based tracking. Members could now see their streaks, rewards, and milestones in real time, and the gym finally had visibility into who was at risk of dropping off.
For acquisition, we moved away from broad fitness targeting and built tightly niched Meta ad campaigns aimed specifically at people likely to convert into premium members. We integrated the WhatsApp Business API (WABA) so every lead got an instant, trackable response, and layered in automation to handle FAQs so no inquiry sat unanswered.
The Results
Over the 3-month campaign, churn dropped from 60% to just 15%, a 75% reduction, meaning retention effectively climbed from 40% to 85%. New joiners went from 6 in August to a monthly average of 20 across September, October, and November, totalling 60 new members for the quarter, over 3 times the previous run rate. Cost per acquisition landed at a lean ₹600.
FAQ
Yes, we handled the full Reelo integration as part of this engagement. No existing infrastructure is required to start.
3 months, from loyalty platform integration through to the churn and acquisition results.
Yes. Any business with recurring memberships, studios, clubs, subscription services, faces the same retention-plus-acquisition dynamic.