(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 […]

(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 […]

(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 […]

(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 […]

(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 […]

(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 […]

(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 […]