Featuring best practices and
tips for improving member experience.
“Too often, feeling intimidated becomes
our excuse not to be awesome.”
A Bit of a Rant!
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I have to hold this stretch for 90 seconds so I thought I'd shoot this video. A little different tact this morning...this one is a bit of a rant and I don't know, how many of you and I hope not very many, read Jillian Michaels piece in […]
Innovation Is Not Invention
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and getting ready for the IHRSA Innovation Summit. Often times we think of innovation in big sort of technological fashions or brand new business models but innovation is not invention as a friend of mine said. Innovation is any incremental improvement that adds value along whatever dimensions in […]
Key Elements of Innovation
(VIDEO TRANSCRIPTION): Hi there, this is Blair with MXM. I am in one of our two Worx of Wenatchee clubs in the lounge area. This is our new sales area, we are keeping a very casual, upbeat process for new members coming in. And coming up on the IHRSA Innovations Summit next week. I've been […]
IHRSA Innovation Summit, 9/17
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and I want to invite you to the IHRSA Innovation Summit coming up on September 17th! I'll be doing a 45 minute session with some Q&A on what we've seen since clubs have reopened using Medallia's text analytics on MXM along with the AI that we use in […]
Bonus Topic: Staff Friendliness
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and the last five videos were about five key areas that we are seeing about gyms as gyms have really kind of reinvented themselves around the mandates and around safety for their members. I went through those five areas saying that there was a huge amount of the […]
Virtual, Virtual, Virtual.
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, we've been talking about what members love since clubs have reopened. We are using our text analytics to dig into those topics. Anytime you start to see "love" come up this much, you really need to understand what the customer or member is saying that they love. A […]
Fresh Air, Outdoor Training & Space!
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I'm talking about areas to innovate based on what we are seeing that customers love. I have five and this is the third one I'll go over. These are five areas where our industry really innovated while we were shut down. Now members are coming back in, our […]
Year Round Outdoor Training!
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. So we are starting to talk about this topic of love that we are seeing in members as they return to the clubs that reopen. Again that's the biggest topic in text analytics. So we've been drilling into those topics so we can find out what they love […]
Our Air Is The Best!
(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. I have been spending a lot of time in our Reopen Feedback System, we have well over 100,000 pieces of feedback and we have marvelous text analytics and AI that brings these topics to the surface and visualizes the topic so you can drill in and break it […]
Communicate that gyms are safe!
(VIDEO TRANSCRIPTION): Hi! Blair here with MXM and I'd just like to follow up on our data for Visits to Virus Ratio, which you'll see a big PR push on that soon. Whether you are open or not, we need to start using this data to rebrand our industry. Some of the same work out […]
Not Just A Spin. It's Reality.
(VIDEO TRANSCRIPTION): HI. Blair here with MXM and we've been talking a lot about the Visits to Virus ratio and the incredibly rare occurrence of COVID-19 coming through clubs or being tracked back to someone who has visited the club in the past two weeks. This certainly demonstrates that the guidance clubs are following and […]
687 Baby Blankets
(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Quick story about an employee, a former employee as she is now retired. Her name is Bette and she ran our Kids Clubs for 20+ years or so. During this pandemic, she's in her home, we are in phase 1.5 so Bette is staying home and unable to […]