CUSTOMERS
EMPLOYEES
TOGETHER

build the best products.
build the best companies.
we build the best brands.

We are EXPERTS in operational customer  experience 
management technology and health club operations.

Technology. Methodology. Expertise.

MXM is the Medallia software for the fitness industry. The MXM product combines years of global leadership in CEM technology through Medallia, extensive experience in health club operations, and advanced knowledge of fitness-specific customer experience management operations.

WHAT IS MXM BY MEDALLIA

We are the world’s leading experts on Operational Customer Experience Management and the ONLY company that solely focuses on the Fitness/Wellness Industry.

WHAT WE DO

The program was designed to collect real-time feedback from customers that would in turn allow owners and managers to make immediate improvements within their clubs. This customer feedback drives both tactical improvements, i.e., acknowledging each response and addressing each issue as it comes in, as well as strategic, i.e., business process changes. This also allows you to celebrate the things & people your customers like!

MXM PURPOSE

Turn customers’ thoughts and feelings into real data and insights, (think economic growth, and resiliency to competitors) to make every customer visit exceptional, and where operational improvements will increase customer loyalty.

Access Your Data

Anytime. Anywhere.
MXM's compelling, intuitive format promotes situational awareness and helps you get things done by surfacing important trends and exceptions. Easily drill-down with just a couple of clicks. It should be simple to find the data you want. We make it easy.

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.
"We enlisted the help of MXM and Medallia to not only solicit feedback from our members, but we wanted to shorten and strengthen the human relationship between our management team and individual members. The platform MXM and Medallia provide helps us do that in a simple and highly-trackable way. In addition to great technology, the team at MXM has provided excellent customer service and is incredibly nimble and responsive to our needs. How likely would I be to recommend them to a friend? A 10!"
Jeff Riney
VP, Operations Fitness Formula Clubs
"MXM has enabled us to narrow our focus by identifying key loyalty drivers within our business we can leverage to make the greatest impact on our value proposition. By using MXM we have become more attuned to our Members needs and come up with solutions that have a significant impact on their experience each and every day. Medallia MXM is one of the best solutions we have found to capture member experience and build customer loyalty. We highly recommend Medallia MXM."
Cher Harris
General Manager, Houstonian Hotel, Club & Spa
"We’re very critical of ourselves. We use Medallia surveys on a daily basis to see how we’re doing. Not how we think we’re doing, but how the members think we’re doing. The Atlantic Clubs have gone through 5,000 Medallia surveys in the past year and, sometimes, the feedback received is surprising.

Ultimately, listening to members through Medallia has allowed The Atlantic Club to stay on top of issues, and react accordingly, so that members feel valued. We respond to every single survey every day. From that, we can see what the members really want us to be doing.”"
Kevin McHugh
The Atlantic Club

Some of our Clients

We work with top clubs around the nation!


  • "The MXM team was extremely supportive and thorough throughout the entire implementation process. They made adjustments to meet the needs of our business and were easily accessible for questions. They were very clear and available throughout the training process. Their support made this new way of operating for us seamless."

    Aurea Rivera, May Center for Health, Fitness & Sport

  • "MXM has been a great tool for our club. We are able to know what our members are thinking in real time and to communicate with members to show that we care. It is also a valuable training tool for our department leaders."

    Brent Frueh, Rochester Athletic Club

  • "We started working with MXM in January 2015, and the NPS survey program has helped us improve our company-wide awareness of and performance on customer experience metrics - and given us a platform for motivating continual improvements in service, friendliness and cleanliness."

    Laurie Smith, VillaSport Athletic Club and Spa

  • "92Y made a commitment to launch MXM as our survey platform to enhance the May Center member experience. Since the installation of MXM, we have been able to identify a myriad of opportunities to enhance the member experience. This has made an impact on both our staff and member satisfaction. The data garnered is easily measurable and is clearly a good source of feedback that drives positive and effective change. We highly recommend MXM as a platform to increase member engagement which definitely supports our member retention efforts."

    Marisa A. Scotti, May Center for Health, Fitness & Sport

  • "The MXM platform has allowed me and other managers of our company to connect with our members on a completely different level, allowing us to respond directly on their suggestions with actions and responses."

    Noah Hastay, Gainesville Health & Fitness

  • "MXM has helped us develop and implement our first participant experience program and we are thrilled with the results we’ve seen so far. The easy to analyze dashboards, and quick-to-launch plan we developed with MXM’s Customer Success team, have enabled us to gain measurable insights across all aspects of our fitness center in a matter of a few months."

    Clark Andres, Jewish Community Center of San Francisco

  • "MXM has been an incredibly powerful vehicle for us to really hear our members. The various types of information allow us to address each issue individually. The words ‘perception is reality’ has a whole new meaning for our entire staff."

    Kelly Frissora, The Thoreau Club

  • "MXM has really helped me pinpoint exactly what our members are looking for. The feedback I receive through the surveys is truly priceless!"

    Debra Nathan, Annapolis Athletic Club

  • "The team at MXM has provided excellent customer service and is incredibly nimble and responsive to our needs. How likely would I be to recommend them to a friend? A 10!"

    Jeff Riney, Fitness Formula Clubs

  • "MXM has helped us in various ways including; how to spend our capital dollars, identify where we needed to focus our business and any policies we needed to address and modify. Adding MXM to our operations is one of the single most important and impactful business decisions I have made while at Greenwood."

    Paula Neubert, Greenwood Athletic & Tennis Club

  • "We have become more attuned to our member needs and come up with solutions that have a significant impact on their experience each and every day. MXM is one of the best solutions we have found to capture member experience and build customer loyalty. We highly recommend MXM."

    Mark Stevens, The Houstonian Club

  • "MXM has helped us identify and address concerns quickly and effectively and mostly with very little fanfare. We have responded so quickly, within 24 hours, that the most common initial feedback we hear is ‘Wow... you guys really are listening to your members, that’s incredible’ and that’s before we address the issue or comment raised on the survey."

    Jon Brady, Midtown Athletic Clubs

  • "Partnering with MXM has been one of the best business decisions that we ever made. We have been able to obtain member feedback that is the voice of our members and use it as an impetus for driving changes and improvements."

    Melissa Christie, Newtown Athletic Club

  • "MXM is an invaluable tool for us to find out what our members are thinking. We’ve always had comment cards for members to fill out, but we get much more feedback from our MXM survey. With MXM we can track satisfaction scores over time, for the JCC overall and for individual departments. We can see trends in what members are asking for; and we can find out quickly what needs to be fixed. Whenever we make a change, MXM’s search feature allows us to find the email addresses of all the members who asked for that change, so we can notify them directly that we’ve made the changes they were asking for. We frequently get comments from members saying that they appreciate that we are listening."

    Jenny Green, Addison-Penzak Jewish Community Center of Silicon Valleytonian Club

We Should Work Together Because...

MXM is the only company in the world expert at Operational Customer Experience Management Technology, coaching and education, and health club operations. Our clients effectively apply the same technology and customer experience principles as Nordstrom, Apple, Macy’s, American Express, Four Seasons, and hundreds more of the world’s greatest brands and health clubs.

No one understands this space and this practice better than we do.

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.
DEMO REQUEST
info@mxmetrics.com
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