(VIDEO TRANSLATION): Hi, Blair here with MXM. Been taking you through our member experience manual that we use for our two clubs up here in Central Washington, WORX of Wenatchee Valley. WORX stands for Work Out Prescription and some of the concepts in the experience manual. The idea behind concepts is that if you can […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We've been talking about our member experience manual. We got a few requests for it yesterday which is great. We'll be sending those out. Today, little different tact. Normally these videos are all about member experience and that but this one is more about reopening and a message. […]

(VIDEO TRANSCRIPTION): Hi there! Blair here with MXM. Still taking you through our Member Experience Manual. Right now we are focused on our Nine Freedoms and Obligations. This is all about empowering front lines to deliver a very memorable member experience. Number 1 and 9, think of those as the ends of the field. Number […]

(VIDEO TRANSLATION): Hi, Blair here with MXM, been rolling through our Member Experience Manual and how to create great front lines for delivering a phenomenal member experience. Going through our nine freedoms and obligations, we are on number 6. Quickly, so far they are: You are free to do whatever you think you need you […]

(VIDEO TRANSCRIPTION): Hi there, Blair here with MXM. I've been going through some of the concepts we use to achieve best in class net promoter score, best in class staff friendliness scores. While being shutdown, our trailing 90 day staff friendliness scores, on every touch point, has a 9.3 as the lowest touchpoint. Highest was […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We've been talking about how to improve the Member Experience, and oh, by the way, that will help improve your Net Promoter Score but focus on the Member Experience. The inputs of that are the innovations and incremental improvements that you do to all of your policies, processes, […]

(VIDEO TRANSLATION): Hi, Blair here with MXM and I've been going through our Member Experience Manual. The reason I'm doing this comes from an article from about a month ago. Question was "what can you do to raise your Net Promoter Score?". I think you can focus on the experience and let the score kind […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I've been talking about our Member Experience Manual and the education that we do around it and the whole point of all that education and teaching what I've called is the Core Logic of the organization, Vision, Mission, Values. Now we're going to start talking about Freedoms and […]

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Talking about some best practices around member experience. It's funny, all this starts from an article from probably a month ago when this writer I was helping answer some questions and the question that she asked was, "How can somebody improve their net promoter score?" I did a […]

(VIDEO TRANSCRIPTION): Blair here with MXM and I want to try and give you some easy and inexpensive ideas for improving the member experience and soon, I'll introduce you to our Member Experience Manual. This here is a card from our Club with our Logo on it that is blank on the inside. We teach […]