MXM Blog

Featuring best practices and 
tips for improving member experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
April 23, 2020
Journey Mapping (Don't Just Use A Whiteboard)

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I hear a lot of people talking about doing their member journey maps. I am so glad to hear that. Everybody should be doing member journey maps. And by the way, right now we’re talking about that through physical space but there is also the digital journey and […]

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April 22, 2020
Strategy #5: Best in Class? How Will They Know?

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. This is the fifth of this five part series on the key strategic directions that every gym should be taking when it comes to cleaning and sanitizing coming out of this. More than 50,000 responses right now. We’ll have more than 800 clubs on on the free shutdown […]

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April 21, 2020
Strategy #4: Get That Hand Sanitizer Everywhere!

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM and this is the fourth on five parts on some of the strategies that we see coming out of the shutdown survey. We have almost 50,000 responses in there right now so it’s extremely compelling data. So we talked about five strategies. The first three we went […]

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April 20, 2020
Strategy #3: Your New Process And Policies Must Be Everywhere!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. The third part of the series of five videos on five key strategies when it comes to the voice of customer that we see coming in on the shutdown survey. About 40,000 responses already, that is a lot of comments and text analytics data. It instantly sort of […]

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April 17, 2020
Strategy #2: Every Staff Member Must Be A Compliance Ambassador

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. This is the second in five parts of the five strategic pieces of how you approach cleaning and sanitizing that we’re seeing come out of the voice of customers. Remember there are signals all over the place that the member is going to see to determine if […]

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April 16, 2020
Strategy #1: Every Member Must Become An Extension Of Housekeeping

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Last video, I talked about five points of strategy that are going to have to become part of everybody’s operations. Coming out of this we’re seeing incredible feedback coming in on the shutdown survey but on this first one, the noisiest which I’m seeing strategically, everybody needs to […]

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April 16, 2020
Top 5 Tips to Encourage Member Referrals

1. Timing is Everything When it comes to asking your members for referrals, timing is everything.  Finding the right moment in your member’s journey is important, as these are the times when they will be most open to giving you a referral.  If you ask your members at the wrong time, you run the risk […]

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April 15, 2020
5 Key Improvements Needed To Reopen

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. In looking at the thousands and thousands of comments coming in from the 100’s of clubs using our shutdown survey, there are five key areas in which every club must improve in the eyes of the customers. I’ll just hit the wavetops on those five in this […]

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April 13, 2020
Your New Value Added Program

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I wanna give you some insight that I’ve gotten from looking at all the shutdown responses coming in from clubs all over and I would couch it like this, your cleaning and sanitizing processes is the new value-added programing. In other words, you know, you have programming like […]

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April 10, 2020
200 Clubs And Counting!

(VIDEO TRANSCRIPTION): Blair here with MXM. We’ve had over 200 companies now using our shutdown survey and the feedback from members is amazing, both on what they want to see changed in the club and sort of what the public is going to be comfortable with at large when business reopen. A couple of things […]

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