MXM Blog

Featuring best practices and 
tips for improving member experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
July 21, 2020
The Industry Needs Your Help!

(VIDEO TRANSLATION): Hi, Blair here with MXM. Everybody in the fitness industry...we need your help here! We are building this Visits to Virus Ratio metric quickly. We had been, in the first round, we actually asked emails so we've decided that we wanted to start over and create a more formal registry. All of your […]

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July 20, 2020
Visits to Virus Registry - Sign Up Now!

(VIDEO TRANSCRIPTION): Hi, Blair with MXM. Still not open up here in Wenatchee, Washington. Our state has slowed down a bit, we have a meeting tomorrow morning with somebody from the governors office to try and get the guidance shifted in what will be our Phase 2. We are in a modified Phase 1.5 at […]

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July 17, 2020
North American Visits to Virus Registry

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Yesterday, I talked about a registry we are starting in order to collect data from all over the country. We'll release that data today and we're trying to create a North American Registry, if you will, of a visits to virus ratio. The first round that we did, […]

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July 16, 2020
Tracking COVID-19

(VIDEO TRANSCRIPTION): Hi there, Blair here with MXM. It's a little different topic today. We've created reporting system for reporting your total checkins since you've reopened. Then if you have to shut down again, you'll have record of all your checkins while you were open and also the number of COVID-19 cases that you can […]

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July 15, 2020
Customer Service vs. Experience

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. If you hear any screeching in the background it's because a couple of our trainers this morning are here because we did our first outdoor team training we are allowed to do. And they got to see some of their customers back for the first time. They've been […]

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July 13, 2020
TPIFOMIM

(VIDEO TRANSLATION): Hi, Blair here with MXM. Been taking you through our member experience manual that we use for our two clubs up here in Central Washington, WORX of Wenatchee Valley. WORX stands for Work Out Prescription and some of the concepts in the experience manual. The idea behind concepts is that if you can […]

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July 9, 2020
Health Club Data Supports Reopening

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We've been talking about our member experience manual. We got a few requests for it yesterday which is great. We'll be sending those out. Today, little different tact. Normally these videos are all about member experience and that but this one is more about reopening and a message. […]

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July 6, 2020
Volunteer Commitments

(VIDEO TRANSCRIPTION): Hi there! Blair here with MXM. Still taking you through our Member Experience Manual. Right now we are focused on our Nine Freedoms and Obligations. This is all about empowering front lines to deliver a very memorable member experience. Number 1 and 9, think of those as the ends of the field. Number […]

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July 3, 2020
Have Fun and Be Excellent

(VIDEO TRANSLATION): Hi, Blair here with MXM, been rolling through our Member Experience Manual and how to create great front lines for delivering a phenomenal member experience. Going through our nine freedoms and obligations, we are on number 6. Quickly, so far they are: You are free to do whatever you think you need you […]

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July 1, 2020
Speak Up!!

(VIDEO TRANSCRIPTION): Hi there, Blair here with MXM. I've been going through some of the concepts we use to achieve best in class net promoter score, best in class staff friendliness scores. While being shutdown, our trailing 90 day staff friendliness scores, on every touch point, has a 9.3 as the lowest touchpoint. Highest was […]

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June 30, 2020
Help and Be Helped

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We've been talking about how to improve the Member Experience, and oh, by the way, that will help improve your Net Promoter Score but focus on the Member Experience. The inputs of that are the innovations and incremental improvements that you do to all of your policies, processes, […]

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June 29, 2020
Freedom to Challenge Process, Policy or System

(VIDEO TRANSLATION): Hi, Blair here with MXM and I've been going through our Member Experience Manual. The reason I'm doing this comes from an article from about a month ago. Question was "what can you do to raise your Net Promoter Score?". I think you can focus on the experience and let the score kind […]

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