Every Studio Touchpoint Matters
In Pilates, connection is everything. We spend hours fine-tuning the mind–body relationship, cueing clients to notice subtle shifts and celebrate small wins. But what if we brought that same attention to detail to our business relationships too?
For many studios, client connection starts and ends inside the room. Yet, loyalty isn’t built in a single session, it’s nurtured across dozens of small interactions: a welcome email that feels personal, an easy booking flow, a thoughtful follow-up after class. Each one is a touchpoint that shapes how clients feel about your brand and the experience they have at your studio.
That’s where platforms like Arketa come in, helping studio owners design these client journeys with as much intention as they design their classes.
1. The First Encounter: Make the “Digital Welcome” Count
Most clients meet your business long before they meet you. Maybe they find you on Instagram, through a Google search, or via a friend’s recommendation. In those first few seconds, they’re already deciding if you’re their kind of place.
How to Elevate This Touchpoint:
Keep your brand consistent across all digital spaces—your tone, imagery, and class descriptions should all tell the same story.
Simplify your website. The goal isn’t to impress—it’s to convert curiosity into action.
Arketa Tip: Your website should speak first to new clients. Use Arketa’s customizable landing pages to clearly explain who your studio is for, what makes it unique, and how to book a first class—turning first-time visitors into confident sign-ups.
2. The Booking Experience: Remove Friction, Build Trust
Ever lost a potential client halfway through the sign-up process? You’re not alone. A clunky or confusing booking flow is one of the biggest hidden leaks in studio marketing.
How to Elevate This Touchpoint:
Minimize steps. Every extra click can cost you a conversion.
Offer flexible ways to book—website, mobile, or directly from social media.
Arketa Tip: With Arketa, clients can book in just two clicks—from Instagram, email, or your website and our branded mobile apps make the booking experience even easier.
3. In-Studio Experience: The Human Connection Still Wins
Technology is there to support human touch, not replace it. The in-person experience is where your team can transform first-timers into fans.
How to Elevate This Touchpoint:
Personalize the welcome. Remember names, greet newcomers, and offer simple guidance without overwhelm.
Train instructors to identify and engage new clients.
Arketa Tip: Instructors can quickly see who’s new right from the class roster on their mobile device, thanks to Arketa’s real-time client tagging. They can also see relevant milestones to recognize during class.
4. After Class: The Follow-Up That Feels Like You
This is where many studios go quiet and where the best ones shine. A thoughtful follow-up reinforces that you care, not just that you teach.
“The studios that do this best start their follow-up in person. When instructors and front-desk staff take the time to connect with clients after class and ask about their experience, it creates a sense of care that keeps people coming back,” said CEO of Arketa, Rachel Lea.
How to Elevate This Touchpoint:
Send a same-day thank-you or “great to see you in class” message after specific mile stones first class, 10 classes, 50 classes, etc
Offer a next-step call to action such as a book again, join a membership, or try another class type.
Arketa Tip: Use Arketa’s automation playbooks to help you tackle the daunting task of building automations. Use the playbooks as-is, or customize them to your brand and voice!
5. Ongoing Touches: Stay Present Between Visits
Loyalty is built in the space between classes. The goal is to stay top-of-mind without overwhelming inboxes.
How to Elevate This Touchpoint:
Share content that educates and inspires. Think short tips, playlists, or mini challenges.
Highlight your community: birthdays, milestones, events, and local partnerships.
Arketa Tip: Use Arketa’s email and SMS tools to automate consistent, branded communications from monthly newsletters to personalized class reminders. With built-in analytics, you’ll see which messages engage your community most.
“The studios that win aren’t the ones sending the most messages - they’re the ones sending the right message at the right time. That’s exactly what Arketa’s Marketing automations are designed to do,” said Rachel.
6. Celebrate Milestones: Recognition Creates Retention
Every “10th class” or “1-year anniversary” is a chance to show appreciation. Recognition doesn’t have to be grand - it just has to feel genuine.
How to Elevate This Touchpoint:
Send automated congratulations or reward credits.
Share community wins on social media or in newsletters.
Arketa Tip: Arketa’s client tracking automatically identifies milestones and can trigger personalized notes or rewards. These small moments build the kind of emotional loyalty money can’t buy.
The Takeaway
Every client touchpoint is an opportunity to connect, to surprise, to delight. When you design your communications with intention, you’re not just managing clients; you’re building a brand people trust and return to.
“When you understand the moments that matter to clients, you can show up for them in more meaningful ways. Arketa helps studios identify those moments and automate the touchpoints that build real loyalty,” said Rachel.
More about Arketa
Arketa is the business wellness system built by industry insiders for modern Pilates and fitness studios. It brings scheduling, payments, video libraries, and client tools together in one clean, modern platform. Paired with real-world guidance and thoughtful design, Arketa helps studios deliver great client experiences and grow with confidence. Find out more.
