MXM Blog

Featuring best practices and 
tips for improving member experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
May 6, 2020
Restart Feedback System

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. When you are trying to operationalize your member experience and when I say that I mean, understand your member experience on a day to day basis and be able to take immediate one-on-one action with that customer, use that information in team meetings so that teams can be […]

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May 5, 2020
Spend On Building Trust!

(VIDEO TRANSCRIPTION): Hi Blair here with MXM in our Wenatchee location this morning. Just finished my weight workout. 1,228 consecutive days of working out or exercise with the most minimal being 30-45 minute recovery ride on a Sunday! Anyway, the best I think that clubs could be doing right now while you are shut down... […]

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May 4, 2020
35% Of Club Members Are Saying...

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We have just over 115,000 pieces of feedback from almost 600 clubs now using our free shutdown survey system or member feedback system I should say. A couple of interesting data points: About 68% of respondents are extremely likely (9's & 10's) to come back in and continue […]

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May 3, 2020
The Top 5 Reasons Members Join a Fitness Center

We all know that getting healthy, and staying healthy isn’t always quite that simple. At the beginning, we have a rush of motivation to lose unwanted weight, and get fit. So, we sign up for a new membership at a local fitness center, with the best of intentions, but finding that motivation to actually continue […]

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May 1, 2020
Understand Why Your Member Hired You

(VIDEO TRANSCRIPTION): Hi Blair here with MXM. Yesterday I started to talk about the Jobs To Be Done Theory and that you are getting somewhere when you can name competitors to the Job To Be Done that are not the usual suspects like another gym or another class or something like that. So when we […]

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April 30, 2020
'Jobs To Be Done' Aficionado

(VIDEO TRANSCRIPTION): Hi, Blair here from MXM. Over 100,000 pieces of feedback have come in from the Shutdown Survey. Again, that window is still open, it’s free to anyone in the fitness industry. Think beyond the survey, think about the system and the analytics around the data and the ability to drill in and find […]

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April 29, 2020
Two Ideas From Top Club Operators

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I’m going to share two ideas with you that came from very good friends and colleagues of mine in the last few days. One from Scott Gillespie in Saco, Maine. He’s been doing his shutdown survey and getting some great information, great data. He shot about a 2-3 […]

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April 28, 2020
Light Speed Learning

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Today we should cross 100,000 responses on our shutdown survey. Common metrics that allow clubs to compare against each other (you can’t see them and they can’t see you) but you can see where you are in a broader world for member experience while members are sitting at […]

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April 27, 2020
Your Customer Voice is Powerful!

(VIDEO TRANSCRIPTION): Hey, Blair here with MXM. As of last night, we have over 90,000 pieces of feedback in our Shutdown Survey system. I wish I never used the “survey” because people think of it as the questions that you ask and it’s so much more than that. It’s knowing what should be asked based […]

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April 24, 2020
No Hugs, No Handshakes, No Smiles

(VIDEO TRANSCRIPTION): Hey there. Blair here with MXM and this morning, I finished my workout and decided to retrace some steps. I’m at our Wenatchee location and just thinking about, uh, in regular operations what the member feels like walking in these doors that are right over here behind the camera and reading a lot […]

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