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Agenda & Speakers

How 24 Hour Fitness Rewards Healthy Habits and Drives Retention with an Engagement Based Loyalty Program

24 Hour Fitness wanted to find new ways to deepen relationships with existing customers and drive the usage of new services and tools such as the mobile app. 24 Hour Fitness launched Fit:Perks loyalty program featuring activities and rewards to encourage greater customer engagement and provide support and encouragement for members on their fitness journeys.
In this session, Garrett Borunda, Director of Member Strategies at 24 Hour Fitness, and Emily Rudin, Chief Customer Officer of CrowdTwist, will share how 24 Hour Fitness developed a multichannel loyalty program that builds relationships with members across all customer touch points, provides unique rewards, perks and experiences at every tier, and drives retention while building brand value.


Emily Rudin, Chief Customer Officer, CrowdTwist

Emily oversees the Client Success and Marketing teams at CrowdTwist. Emily has more than 15 years of retail, analytics, client services and marketing experience. Throughout her career, Emily led transformational initiatives that have enabled brands and retailers to form strong connections with their customer base. She offers a unique customer-centric perspective and has a proven track record for increasing value for customers, managing complex relationships and developing hard ROI for her customers. Prior to joining CrowdTwist, Emily held positions at Macy’s, Coach, Ann Inc., dunnhumby, and The Children’s Place. She holds a bachelor’s degree in consumer studies from Syracuse University. Emily is a proud mother of two. She and her husband are active members of their community.

Garrett Borunda, Director of Member Strategies, 24 Hour Fitness

Garrett Borunda is a Silicon Valley veteran who graduated from Stanford University and started his career at Apple. There he developed a passion for developing and delivering solutions that make a difference in the lives of customers. He has held technology and business leadership roles at companies that include Symantec, Yahoo!, and Technicolor. At 24 Hour Fitness, he is leveraging technology to make a difference in the fitness and health of its Members. He is focused on connecting Members with their fitness and extending the support of 24 Hour Fitness digitally to them whether they are in the Club or on the Go. To this end, he is one of the architects of Fit:Perks, the 24 Hour Fitness loyalty program, and he remains active in the administration of the program as it is continually improved to motivate and support Members.

Agenda Overview

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