MXM Blog

Featuring best practices and 
tips for improving member experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
March 26, 2020
Why Is Net Promoter Score Important to Your Business?

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, […]

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March 26, 2020
Shutdown Survey

(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 […]

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March 25, 2020
Journey Mapping Post COVID-19

(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 […]

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March 24, 2020
Top Member Feedback Themes

(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 […]

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March 20, 2020
Let's Survive COVID-19

(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 […]

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March 19, 2020
MXM Is Here To Help

(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 […]

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March 18, 2020
Social Proximating

(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 […]

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March 14, 2020
How Improving Net Promoter Score Helps Fitness Clubs

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 […]

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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 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 […]

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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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