A leading fitness chain was finding it difficult to engage existing customers, especially in the mid-segment of less frequently visiting patrons & the ones who are keen to be fit, but lack the discipline and rigour shown by the top 5%. A progressive & omni-channel program led by the right nudges, content and gamification led to an astounding increase in engagement levels (the highly engaged segment is today at 40% of total customer base) and thus it provided far more stabler and improved cash flows for the company.