Case Study: Weight Watchers Las Vegas achieves improved member retention and engagement with Medallia Concierge

Weight Watchers Las Vegas Improves Member Retention with Text Messaging

Weight Watchers Las Vegas faced falling workshop attendance and weakening personal connections as members became harder to reach by phone and email. To boost retention and restore the human touch in its meetings, Weight Watchers partnered with Medallia Concierge and adopted a messaging-based customer engagement platform (texting service) to reach members more quickly and conveniently.

Medallia Concierge implemented automated, personalized SMS outreach—collecting member name, location and meeting ID—and enabled two‑way texting so members and coaches could have real-time conversations. The result was far fewer missed classes, improved member retention, faster support and deeper relationships, plus more leads from a visible texting contact; Medallia Concierge’s platform also streamlined staff communications and appointment reminders.

Weight Watchers

Heather Avila

Chief Operating Officer