MXM Blog

Featuring best practices and 
tips for improving member experience.

“Too often, feeling intimidated becomes 
 our excuse not to be awesome.”
May 20, 2020
Inputs of Increasing Member Loyalty

(VIDEO TRANSLATION): Hi there. Blair here with MXM. Yesterday on a call, we were talking about “what are the inputs of member loyalty”, or “increasing member loyalty”. This comes off the back of the conversation about influencing NPS. I have made the argument that the inputs are the number of changes you make. So, big […]

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May 19, 2020
Predictably Irrational

(VIDEO TRANSLATION): Blair here with MXM. I was in a conversation yesterday talking about a concept that Dan Ariely talks about in his book, “Predictably Irrational” regarding the difference between a social contract and a market contract. A purely market contract is pretty transactional, I’ll pay you this if you do that. And it’s a […]

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May 18, 2020
Three Ways to Impact Your NPS

(VIDEO TRANSCRIPTION): Hi there, Blair here with MXM. Somebody asked me if I do these videos at the same time every day. The answer is yes, I do them right after my workout. I came in at 4:45 this morning and just finished up, it gives me time to think. Last week I started talking […]

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May 15, 2020
Reopening Has Begun!!

(VIDEO TRANSCRIPTION): Blair here with MXM. We have some of our customers coming back on and our philosophy here around sampling and understanding the customer experience, is Day One, Member One. Right now, start inviting them to provide feedback and make sure that feedback is coming into a voice of customer system that can give […]

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May 14, 2020
Day One, Customer One

(VIDEO TRANSCRIPTION): Hey, Blair here with MXM, I was on the phone last few days with one of our larger customers and they are preparing to open some of their clubs and I was impressed with the velocity with which they wanted to make sure from day one, first customer in the door… "I want […]

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May 13, 2020
Demystifying the Member Experience

(VIDEO TRANSLATION): Hi there. This is Blair with MXM. Last video I was talking about how leaders need to have a strong customer experience vision and be able to articulate that to the whole organization and then be able to manage it throughout the entire organization. Doesn’t matter if you have 1,000 gyms or just […]

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May 12, 2020
Be The Customer Experience Benchmark

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, last video I was talking about influencing NPS and I made the point that you are better off not thinking about influencing NPS, you are better off thinking about your member experience which increases member loyalty which brings a return on investment. While you are increasing that experience, […]

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May 11, 2020
Three Ways To Improve Experience

(VIDEO TRANSCRIPTION): Hi, Blair McHaney here with MXM and over the weekend I was given a set of questions for an "e-interview" on NPS – Net Promoter System – as some would refer to it, and one of the questions was "what are the top things that an organization or company can do to influence […]

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May 8, 2020
Are Your Policies For Your Members?

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. One of the fears that most club owners have, even those that have reopened because they’ve only been open for a couple weeks, is "how many of my members are going to come back?" "How many new members am I going to get that are going to trust […]

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May 7, 2020
Experience Is The Leading Indicator!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. This week I’ve been on Webinars with club owners that have already been open for just over a week. So far, very optimistic. These webinars have been very well attended. Lots of awesome questions from people who are on the webinar watching. Early things like the first week […]

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