Featuring best practices and 
tips for improving member experience.

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM! I’ve started to reintroduce this concept of V.U.C.A. I’m going to really lean on this for a while, because Volatility, Uncertainty, Complexity and Ambiguity have always been there in our business but they are there now, much stronger than ever before with what’s happening coming out of this […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I’m wearing my Worx of Wenatchee Valley sweatshirt.  You might notice a similarity between the Worx logo and the MXM logo. That’s because they share so many of the same ideas about vision, values, and customer experience. In fact, so much of what we do at MXM is informed […]

(VIDEO TRANSCRIPTION): Blair here with MXM and in the last few days I have been in on a couple meetings and interviews about the origins of MXM. I hadn’t really thought it was that important until I was talking about it in a meeting with a colleague. I realized that MXM was born from certain […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, back a little bit on customer experience and some tools for you to use to help build a more member-centric culture. With the new rules, as I call them, the new rules of member conduct and the need for our teams to make sure that conduct is taking […]

(VIDEO TRANSATION): Hi, Blair here with MXM, it’s Monday morning, June 1st, looks like we have a couple weeks before we can open. Nothing to say this morning about Member Experience or Member Feedback.  Those of you that know me know that I’m a sports fan. I got up this morning after everything that was […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We did a lot with our staff to make them really aware of how they are perceived out on the workout floor, especially starting with trainers in a way to increase our trainers engagement with others, other than their own clients. All of this falls under the heading […]

(VIDEO TRANSLATION): Blair here with MXM. We talked a lot about best practices and also next practices. You know, best practices have quickly become widely adopted, well perhaps not so quickly, but I’ll say this…during this lockdown, best practices have become widely adopted and rapidly adopted. Before, if you think back to just even last […]

(VIDEO TRANSLATION): Blair here with MXM. I got asked, when you are running an operational member experience management program, should you respond just to your detractors or to everyone? It depends on your organization, the best practice is to respond to everybody and we have a lot of recommendations on how to set that up […]

(VIDEO TRANSLATION): Hi, Blair here with MXM talking about ways to improve customer experience, member experience, drive number loyalty, improved Net Promoter Score, (great top-line metric) and I now want to talk about position descriptions. I think reshaping every position description in your company is a great way for your front lines to have purpose […]

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We are all thinking about ways to improve the member experience so that we can improve member loyalty and have a higher return on investment. NPS is a leading indicator of that, that’s not how you manage the member experience, there are a lot of other things that […]