How StayUp Strengthened Its Community by Listening to What Members Don’t Always Say

Stay Up Before Chloe

As StayUp expanded across Toronto and New York, the studio was growing fast. More members, more classes, more energy. On the surface, everything was working.

But something important became less clear over time.

Ben and Kate didn’t fully know how members felt.

Feedback existed, but only in fragments, quick comments after class, casual conversations, occasional messages. Some of it made its way into Mariana Tek, but only through manual notes, and even then, it wasn’t consistent. In a busy studio, no one had the time to capture everything, let alone go back, search for it, and act on it later.

As a result, most feedback never influenced the experience.

The most important signals weren’t loud. They showed up as small shifts—less engagement, changes in attendance, subtle changes in energy. And without a way to capture and interpret them, the community was something they felt—but couldn’t fully manage.

Stay Up After Chloe

When Chloe was introduced, that dynamic changed.

Chloe stepped in as a business partner alongside Ben and Kate, not just observing what was happening—but actively engaging with members every day.

Instead of relying on the team to manually follow up or capture feedback, Chloe handled communication directly.

Chloe reached out to members through their **preferred channels—SMS, WhatsApp, or email—**as part of a structured, ongoing feedback loop.

At key moments—after a series of classes, changes in attendance patterns, or meaningful interactions—Chloe gathered quick, lightweight feedback on the experience. This wasn’t occasional outreach, but a continuous pulse on how members felt about classes, coaches, and the overall studio.

All of this became part of Chloe’s memory.

Every interaction, every response, every signal was stored and connected back to the member’s profile. Over time, Chloe built a deep understanding of each individual, not just what they did, but how they experienced the studio.

That understanding didn’t stay isolated.

Chloe used it.

If a member responded positively to a coach or class, that preference was reinforced. If someone showed hesitation or disengagement, Chloe adjusted how she communicated and when she reached out.

At the same time, these signals were aggregated across the entire studio.

Ben and Kate could now clearly see which classes were resonating, which coaches were building strong connections, and where the experience needed attention not based on occasional feedback, but on continuous, real interactions with members.

While the team focused on delivering great experiences in person, Chloe ensured that every member was part of an ongoing conversation.

• No one had to remember to follow up.

• No feedback was lost.

• No member went unnoticed.

Over time, the experience began to feel different.

Not because there was more communication—but because it was consistent, personal, and always relevant.

Members didn’t need to actively share feedback to feel heard. They were already part of the conversation. And that’s what changed the community. It became more responsive. More connected. More aware.

The Results

Over time, the shift at StayUp didn’t come from one big initiative. It came from continuously listening, and acting on what members were experiencing.

Ben and Kate started to notice something important.

They no longer had to guess how the studio was doing. Through Chloe’s ongoing conversations with members, they had a clear, real-time understanding of how classes, coaches, and the overall experience were being received.

Members who would have stayed silent were now part of the feedback loop.

A quick pulse after classes, a simple response to a message, or even changes in behavior, all of it contributed to a clearer picture of what was working and what wasn’t.

At the same time, they realized something deeper. Community isn’t built only through great classes. It’s built through feeling heard and understood.

When members saw that their experience was reflected, through better recommendations, more relevant communication, or small adjustments, they felt it.

They didn’t just attend. They felt connected.

Another shift became clear.

Feedback used to be occasional and reactive. Now, it was continuous.

Instead of waiting for problems to surface, the studio could respond early—adjusting classes, supporting coaches, and improving the experience before issues grew.

And internally, things changed too.

Understanding the community was no longer dependent on scattered conversations or memory. It became part of the system, consistent, visible, and actionable.

What StayUp Learned

• Feedback should be continuous, not occasional
  Small, ongoing signals provide a more accurate picture than one-time surveys or sporadic comments.

  
  

• Members don’t need to say much to be understood
  Behavior, engagement, and simple responses often reveal more than direct feedback.

  
  

• Feeling heard drives connection
  When members see their experience reflected, their sense of belonging strengthens.

  
  

• Insight only matters if it leads to action
  Capturing feedback isn’t enough—it needs to shape how the studio operates.

  
  

• Community can be built intentionally
  With the right system in place, connection and belonging become consistent—not left to chance.

  
  

  
  

  Community didn’t grow because they asked for more feedback.
  It grew because they listened—and acted on it.

Bring Chloe into Your Studio

👉 See how Chloe helps you build a stronger, more connected community →