"An investment in knowledge pays the best interest."
Benjamin Franklin
MEDALLIA RESOURCE LIBRARY
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Differentiation based on facility, equipment and price is indefensible. Competitors can and will copy your features if those features are successful. What CAN differentiate you is the trust and love your customers have for you and your teams. Today’s customer EXPECTS you to listen to them and act on their feedback to make their experience better. In fact, if you don’t invite them to give you feedback they will find ways to do it on their own.
The traditional NPS model calls for a survey that consists of one question that asks “How likely are you to recommend this club to a friend or colleague?” followed by an open-ended why type question.
Employees are critical to the success of this culture. Treat them the way you’d like them to treat your members – or better. The employee experience drives the member experience. If your staff enjoys coming to work every day and is passionate about what they do, this will be reflected in how they interact with your members. Be sure that your employees have the training, tools, and resources to do their jobs and do them right.
Key Loyalty Metrics are the measures that affect your NPS score daily and are actionable and measurable.
Net Promoter Score (NPS)
Likelihood to Continue (LTC)
Overall Experience (OE)
Staff Friendliness (SF)
Equipment Condition (EC)
Gym/Club Cleanliness (GC)
Equipment Condition (EC)
ACTIVE LISTENING SYSTEM
MXM offers you the opportunity to collect feedback from your members on a regular basis in order to help you track and improve your members' experiences at your club(s) in real time. MXM uses the power of Medallia as the tool for executing this program so it’s easy for you to operate.
Strategic Intent of an Active Listening System:
To create clarity as to what a "great member experience" really is.
To change the way we treat the member from transactional to transformational.
To start the conversation about Net Promoter Scoring and how it can differentiate your gym in an industry begging for that differentiation.
MEDALLIA RESOURCE LIBRARY
We have put together some incredibly valuable & authoritative resources on all things Member Experience related.
"You Say You Want a Revolution: Build a Customer-Centric Culture"
"The Survey is Dead - Long Live the Survey!"
"Five Ways To Quantify the ROI of Member Experience Management"
"Engaging Customers Through Social Media: Making It Operational"
"Finding the Way to Happy Customers Through the Voice of Your Employees"
"Innovation At Scale: Turning Size Into An Advantage for Customer Experience Innovation"
"Responding to Social Media Reviews"
"Best Practices: Set goals that inspire learning and performance."
VIDEO LIBRARY
Subscribe to our YouTube channel for the latest news on optimizing your customer experience and check out our library of past videos by clicking the link below!
