Gym Owners Cannot Scale Because the Customer Experience Is Not Systemized

Kaili Stinson built repeatable systems at SoulCycle from the ground up, then moved through WeWork and SweatWorks before becoming a Beem Light Sauna franchise owner. She unpacks why growth stalls without systemized hospitality, how career pathways for instructors drive retention, and why tech and AI will become the next layer for predicting member behavior before churn can start.