MXM Blog

Featuring best practices and 
tips for improving customer experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
May 30, 2019
Exceptional Customer Service: A Simple Investment to Boost Retention

Member retention is always a huge concern for fitness business owners. Even when you’re regularly adding new members to your gym, you still need to focus on retaining and keeping the members that you have. Did you know that it costs six to seven times as much to win a new member as it does […]

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April 10, 2019
Medallia Earns a 100% in the Corporate Equality Index

Medallia is proud to announce that we received a perfect score of 100 on the 2019 Corporate Equality Index (CEI). The CEI is the nation’s premier benchmarking survey and report on corporate policies and practices related to LGBTQ workplace equality, administered by the Human Rights Campaign (HRC) Foundation. Medallia joins the ranks of over 560 […]

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March 4, 2019
Onboarding New Members

Once you have members signing up at you gym, you must ensure that the next step, the Member Onboarding Process, goes smoothly! Developing a frictionless onboarding strategy will maximize your member retention and improve your member experience. The most important time period in the membership lifecycle is the first four weeks, and you should be making contact frequently […]

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February 7, 2019
Fitness Center Employee Retention - Set the Right Tone

When your employee retention rate is as high as possible, it keeps the work and the cost down and it will also reflect in your levels of membership retention too. Hiring gym staff can be like jumping on a treadmill that’s reeled up to eleven; it’s hard work that takes all your time and another […]

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January 21, 2019
Best Practices to Provide Great Customer Service in Your Health Club

As the owner or manager of a health club, your main concern should be your customer’s experience when they utilize your services. As we’ve discussed in past blogs, you should have information on all levels of your team that allow you to be immediately responsive to feedback you receive. This allows you to grow and […]

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January 3, 2019
Engage and Retain Your Gym Members With These Fitness Challenge Ideas!

The goal of all health clubs is to increase member engagement, because members that actually use your facility are more likely to continue to use the club. However, 44% of all gym members are showing up to health clubs less than four times a month, making them high cancellation risk members. It is difficult to entice those […]

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December 28, 2018
3 Key Things Your Customer Engagement Platform Should Provide

As we’ve discussed in previous blogs, a customer experience platform is one big way to stand out as a health club. It gives your customers a place to give feedback and be heard, and enhance their experience. But as a fitness club owner, what should you look for when finding the right customer experience platform? We’ve compiled […]

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December 27, 2018
CEM Products and Repeat Responders. Why Should I Listen to You Again?

I was talking to a customer the other day regarding his MXMetrics/Medallia CEM product and he said – “I think we should not be asking people to give us feedback so frequently.  I think it should be twice a year instead of four times because some people keep bringing up something we can’t do anything […]

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December 17, 2018
Increase The Survey Response Rate At Your Health Club

There are two things to consider, survey response volume and survey response rate and before we go straight into how to increase your response rate, let’s consider whether you need to or not. In a business to consumer (B2C) environment it is important to consider both response volume as well as response rates. In the […]

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December 11, 2018
6 Things to Know About OCEM Software for Fitness Clubs

The race to deliver a great customer experience is on and you are in it – whether you like it or not. CEM software is the vehicle you will be driving if you are to compete in this race. Your vehicle must be quick out of the gate and ready to go for a long time. Selecting […]

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December 3, 2018
How to Start a Gym Member Referral Program

There are thousands of ways to start a gym member referral program these days. Most referral programs offer an incentive of a free months of membership to your referring member. But, why not give out cash instead? If you own a gym, and you don’t currently run a ‘refer a friend’ type of program, you’re […]

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December 3, 2018
Making Excellence a Habit

"Gentlemen we will chase perfection and we shall chase it relentlessly knowing all the while we can never attain it. But along the way we will catch excellence." Vince Lombardi Lombardi’s quote is the essence of Operational Customer Experience Management (OCEM). If you seek excellence you are chasing perfection. If you only chase excellence you […]

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November 30, 2018
Building Relationships - How To Stand Out As A Health Club

Other fitness clubs can copy your successes, such as your facility, machines or prices. What they can’t copy is your relationship with your members. The best way to provide great customer service in your health club is to keep those relationships strong and meaningful. In a world with social media, online reviews and instant information […]

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November 27, 2018
Retention vs. Loyalty

You pride yourself on your club’s service and hospitality. You are much better today than you were yesterday but not nearly as good as you want to be tomorrow.  You work very hard to hire right, treat staff right, treat customers right, and to constantly improve. These efforts seem to be rewarded. The questions is can […]

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November 19, 2018
7 Rules For Being a Great Health Club Member

We write a lot about how to be a great health club and how to deliver great customer experience. We recently worked with Keith Catanzano of 2River Consulting in Washington DC to do someamazing segmentation on our member data.Keith created a “predictive model” using historic membership data to find our common segments reflecting different cancellation rates. This gave us […]

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Engage Customers. Get Referrals.

Your customers love to be heard. MXM provides the tools to listen. In fact, customers who provide feedback are far more likely to recommend your business to others.
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