Five 9's Winners: See the Top Performing Clubs of 2023!
Learn along with an industry leader, Blair McHaney, as we navigate the daily ups and downs of gym ownership, always striving to defy mediocrity.
As the CEO and President of MXM, I spend hours each week talking to other gym operators about what they do, what I'm doing as a gym owner, and how the hell it's all working. I am pretty sure you would like to get in on those insights? Am I right?
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Blair McHaney
CEO & President of MXM
(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 […]
(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, […]
(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 […]
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I've been talking about our Member Experience Manual and the education that we do around it and the whole point of all that education and teaching what I've called is the Core Logic of the organization, Vision, Mission, Values. Now we're going to start talking about Freedoms and […]
(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Talking about some best practices around member experience. It's funny, all this starts from an article from probably a month ago when this writer I was helping answer some questions and the question that she asked was, "How can somebody improve their net promoter score?" I did a […]
(VIDEO TRANSCRIPTION): Blair here with MXM and I want to try and give you some easy and inexpensive ideas for improving the member experience and soon, I'll introduce you to our Member Experience Manual. This here is a card from our Club with our Logo on it that is blank on the inside. We teach […]
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I was on a call with a customer yesterday, we've had this customer for a long time. They run a very good member experience management program, they use the information daily, they get it out to the front lines. Their net promotor scores have been climbing steadily. They […]
(VIDEO TRANSCRIPTION): Hi there, Blair here with MXM. I want to talk about Best Practices and Next Practices. During this shutdown, there has been phenomenal, light speed learning across our industry and a lot of that has come from these clubs that use the Shutdown Feedback System and gotten insights. In those 150K+ insights which […]
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I want to talk to you a little bit about the free Reopen Feedback System and it's highest and best use. What we've done is we've set up sampling on that to get a lot of responses right away so that when you go into that incredibly real […]
(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. It's Monday, we're going into phase 1.5 which means right now that we can train people outdoors, 5 people to 1 trainer. I'm going to give you a quick example of constantly taking in member feedback and utilizing it to improve your position in the marketplace. Utilizing it […]
