In today’s world, a business must sell constantly in order to retain customers and obtain new ones. Afterall, keeping customers happy is the key to customer success management – and ALL companies seek growth. The Net Promoter Score is a simple one to two minute survey metric that can stimulant substantial growth for a business, […]
(VIDEO TRANSCRIPTION): Hi there. Blair here, CEO of MXM and today, I just finished my 1,188 consecutive day of exercise, all alone in our Wenatchee location early in the morning. We’re gonna be talking to you about the Shutdown Survey that we are providing to the industry. We launched it with our clubs this week […]
(VIDEO TRANSCRIPTION): Hi, Blair here, CEO of MXM and I am actually at one of our two locations IN Wenatchee, Worx of Wenatchee Valley. In the last video, I talked about themes we were seeing and thousands of pieces of feedback around COVID-19 and this shutdown. I also mentioned about optimizing. There is an exercise […]
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and one of the things that we’re seeing in the tens of thousands of pieces of feedback that we’re looking at since this COVID-19 issue started, is four main themes. First is, how much the member believes that you are following expert practices for cleaning and sanitizing. How […]
(VIDEO TRANSCRIPTION): Hi! Blair McHaney here, CEO of MXM and I’m in our East Wenatchee location, the other videos were from our Wenatchee location. Our clubs are called Worx of Wenatchee Valley. We are shut down just like you. So as MXM we’re your partner in this and we understand it, you call us and […]
(VIDEO TRANSCRIPTION): Hi! Blair here, CEO of MXM, this is the third day of our shutdown and I’m back in our Wenatchee Worx location. A few things that I want to tell you: We’re coming out with some free services to anyone in the fitness industry, a source for ideas and innovations and what other […]
(VIDEO TRANSCRIPTION:) Hi everybody! Blair McHaney here, CEO of MXM over here in Wenatchee Washington. I’m currently in one of our two locations, you hear us talk about them all the time as sort of our "labs" and where we test a lot of our member experience management processes and operations. I just finished my […]
Let’s start with the basics here so you can learn how improving net promoter score helps fitness clubs increase member loyalty and retention. What did NPS come from? NPS was introduced in 2003 and developed by Fred Reichheld, a partner at Bain & Company, and in cooperation with Satmetrix, a California consultant company which provides […]
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 the members that you have with exceptional customer service. Did you know that it costs six to seven times as much to win a new member as […]
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 […]
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 […]
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 […]
