MXM Blog

Featuring best practices and tips for improving member experience.
"Too often, feeling intimidated becomes our excuse not to be awesome."
November 18, 2020
Fitness Industry Best Practices - Great optics?

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. It's a little bit surreal here on November 18th, again sitting in one of our gyms...empty. I started these videos back in March around the 16th. I was talking to you from an empty gym then as well and talking about how long people should be planning. You […]

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October 26, 2020
Start With Easy...

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, just finished my 1,463rd consecutive day of exercise. We've been talking about return on investment, return on experience, return on investment on your member experience management system and processes and people. You know you start, by doing the very easy tasks and the very easy tasks get immediate […]

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October 14, 2020
The Fit Expo Various Dates

https://thefitexpo.com Whether you’re into body-building or just want to gain a little muscle, are an elite athlete or would simply like to get into better shape, TheFitExpo has lots for you to see, do, sample, and learn. Talk to fitness celebrities, discover and sample the newest products and services dedicated to health and wellness, take part in […]

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October 14, 2020
IHRSA 2021 September

http://hub.ihrsa.org/ihrsa-2021-request

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October 14, 2020
ROX - Return On Experience

(VIDEO TRANSLATION): Hi! Blair here with MXM at one of our two Clubs, Worx Of Wenatchee Valley, just finished my workout and we are going on four weeks of being open and we'll start sharing some numbers from our own clubs and see how those compare with everybody out there. We were shut 181 days […]

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October 9, 2020
Club Industry Future of Fitness Virtual Event

November 16th - 18th, 2020 2020 was an unprecedented year in many ways, causing profound changes in the way we view ourselves, our businesses, our community and how we do business. Our industry has forever changed, and now we have the opportunity to reimage, reinvent and rejuvenate our industry. #ReinventNOW https://futureoffitness.clubindustry.com

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October 9, 2020
Club Solutions Virtual Summit

November 9th - 11th, 2020 LEARN. EXPERIENCE. GROW. Join us for a free three-day virtual event November 9-11. Hand-picked club operators from across the country will come together for pertinent roundtable discussions and idea exchange alongside exclusive educational content from event partners.

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October 7, 2020
Three Weeks In!

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. It's been awhile since I've done one of these, we've been busy reopening one of our clubs. We are three weeks into reopening and the feedback has been phenomenal. I of course am making it a point to work at it in our own clubs and have myself […]

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September 10, 2020
A Bit of a Rant!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I have to hold this stretch for 90 seconds so I thought I'd shoot this video. A little different tact this morning...this one is a bit of a rant and I don't know, how many of you and I hope not very many, read Jillian Michaels piece in […]

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September 9, 2020
Innovation Is Not Invention

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and getting ready for the IHRSA Innovation Summit. Often times we think of innovation in big sort of technological fashions or brand new business models but innovation is not invention as a friend of mine said. Innovation is any incremental improvement that adds value along whatever dimensions in […]

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September 8, 2020
Key Elements of Innovation

(VIDEO TRANSCRIPTION): Hi there, this is Blair with MXM. I am in one of our two Worx of Wenatchee clubs in the lounge area. This is our new sales area, we are keeping a very casual, upbeat process for new members coming in. And coming up on the IHRSA Innovations Summit next week. I've been […]

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September 4, 2020
IHRSA Innovation Summit, 9/17

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and I want to invite you to the IHRSA Innovation Summit coming up on September 17th! I'll be doing a 45 minute session with some Q&A on what we've seen since clubs have reopened using Medallia's text analytics on MXM along with the AI that we use in […]

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September 1, 2020
Bonus Topic: Staff Friendliness

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and the last five videos were about five key areas that we are seeing about gyms as gyms have really kind of reinvented themselves around the mandates and around safety for their members. I went through those five areas saying that there was a huge amount of the […]

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August 28, 2020
Virtual, Virtual, Virtual.

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, we've been talking about what members love since clubs have reopened. We are using our text analytics to dig into those topics. Anytime you start to see "love" come up this much, you really need to understand what the customer or member is saying that they love. A […]

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August 27, 2020
Fresh Air, Outdoor Training & Space!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I'm talking about areas to innovate based on what we are seeing that customers love. I have five and this is the third one I'll go over. These are five areas where our industry really innovated while we were shut down. Now members are coming back in, our […]

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August 26, 2020
Year Round Outdoor Training!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. So we are starting to talk about this topic of love that we are seeing in members as they return to the clubs that reopen. Again that's the biggest topic in text analytics. So we've been drilling into those topics so we can find out what they love […]

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August 26, 2020
Our Air Is The Best!

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. I have been spending a lot of time in our Reopen Feedback System, we have well over 100,000 pieces of feedback and we have marvelous text analytics and AI that brings these topics to the surface and visualizes the topic so you can drill in and break it […]

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August 20, 2020
Communicate that gyms are safe!

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM and I'd just like to follow up on our data for Visits to Virus Ratio, which you'll see a big PR push on that soon. Whether you are open or not, we need to start using this data to rebrand our industry. Some of the same work out […]

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August 15, 2020
Not Just A Spin. It's Reality.

(VIDEO TRANSCRIPTION): HI. Blair here with MXM and we've been talking a lot about the Visits to Virus ratio and the incredibly rare occurrence of COVID-19 coming through clubs or being tracked back to someone who has visited the club in the past two weeks. This certainly demonstrates that the guidance clubs are following and […]

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August 13, 2020
687 Baby Blankets

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Quick story about an employee, a former employee as she is now retired. Her name is Bette and she ran our Kids Clubs for 20+ years or so. During this pandemic, she's in her home, we are in phase 1.5 so Bette is staying home and unable to […]

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August 11, 2020
The Final Numbers...V2V Ratio

(VIDEO TRANSCRIPTION): HI! Blair here with MXM. I'm here, post workout this morning and I have a correction to make on our Visits to Virus Ratio! One of the larger files I had, I was looking at unique visits, instead of checkins. So, the viruses don't change but the numbers do. So here is the […]

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August 7, 2020
Less Than 5 Occurrences Per 100,000 Visits!

(VIDEO TRANSCRIPTION): HI, Blair here, CEO of MXM. Happy Friday! Big numbers to report. 1,422 consecutive days that I've actually worked out without missing a day. That's not the big number though. The big number has to do with our Visits to Virus ratio. We are closing that out today at noon, Pacific Time, in […]

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August 6, 2020
MXM Review Generator

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Yesterday, I started talking about ROI and how to think about your customers that are on freeze and to be coming up with a thaw out strategy. How will you thaw those out...? One of the things I talked about in a Feedback System, is to be using […]

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August 5, 2020
3 ROI Tools to Start the Thaw

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. A couple things today. The Visits to Virus ratio data is being used effectively in a lot of states. More so in some than others, just depends on who you are talking to. We are going to close that out this Friday so that we have one number […]

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August 3, 2020
#gymsaresafe (Just Check The Numbers)

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. Some numbers here as of Friday afternoon. 15.8 Million checkins logged from 2,723 locations. 751 cases of COVID-19 called in, not occurred at the club but called in to the club by an employee or a member. That is 21,027 checkins for every one case called in or […]

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July 31, 2020
0.005% Visits to Virus Ratio

(VIDEO TRANSCRIPTION): Hi there, Blair here from MXM. Some numbers for you today...Oh! Here is the first number, today was number 1,315 consecutive days for me of working out. Saturday's and Sunday's are usually about a 30 - 40 minute recovery ride. But 1,315 consecutive days without missing a single day. We've had a lot […]

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July 29, 2020
Form An Alliance! Or Join One...

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and yesterday I was talking about hopefully we'll get an alliance in every state. Remember we need to be respectful of our vendors, respectful of their balance sheets, our balance sheets, and our customers balance sheets. I can tell you that in the state of WA, even though […]

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July 28, 2020
The Governor's Task Force is Listening!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Don't you wish we could all just be doing business? I mean I wish my clubs were open and we could have people in. I wish at MXM, we were just out there talking to you, post IHRSA and talking to you about using technology and strategy to […]

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July 24, 2020
WA Phase Rollbacks and Visits to Virus Ratio

(VIDEO TRANSCRIPTION): HI, Blair here with MXM. I'm doing this video a little different today. I'm in our Wentachee location here, you can see it's still empty. Yesterday, in the state of WA, Gov. Inslee made the decision to kind of roll back phases. So any counties that were in Phase 3 are not getting […]

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July 23, 2020
Visits To Virus Update

(VIDEO TRANSCRIPTION): HI, Blair here from MXM. Yesterday I talked about our Visits to Virus ration and how many clubs we have reporting. Here is an update on that. Currently, 1,062 clubs reporting just over 9.5 million member visits. 417 cases of COVID, again that does not mean that that case was contracted in the […]

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July 22, 2020
We Need More Participation

(VIDEO TRANSCRIPTION): Hi Blair here with MXM. Here is what our latest data points are as of last night when we recompiled our data on the visits to virus ration. We've now recorded 8.9 Million member checkins across 1,003 clubs from 20 states. That has yielded 394 cases of COVID, not necessarily occurring in those […]

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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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June 26, 2020
The Power of YES!!

(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 […]

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June 24, 2020
The 5th Edition

(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 […]

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June 22, 2020
M&M Cards

(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 […]

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June 19, 2020
The Last Details!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. It's pretty amazing, in our two clubs, right now, Chelan county in the state of Washington is in stage 1.5. So we are allowed to train people outdoors only and we've been closed for about 3 months. We closed on March 16th but we've kept a core crew […]

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June 18, 2020
Impact ROI with MXM

(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 […]

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June 17, 2020
Best & Next Practices

(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 […]

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June 16, 2020
If you are not....you should!

(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 […]

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June 15, 2020
Phase 1.5 (What?)

(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 […]

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June 12, 2020
1,266 Days!!

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM and by the way, today is my 1,266th consecutive day of exercise without missing a single day! It’s certainly, in the last 3 months, been in one of our two gyms. We’ve been talking about VUCA (Volatility, Uncertainty, Complexity, and Ambiguity). We are a couple weeks away from opening […]

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June 11, 2020
Canaries in the Mine Shaft

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM, we've been talking for a while about VUCA, volatility, uncertainty complexity and ambiguity. Volatility, "the how fast things are changing", that's a lot of dynamics happening and those dynamics interact in different ways and that's the complexity. Two dynamics right now are social unrest and the pandemic and […]

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June 10, 2020
Real Customer Example

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and we’ve been talking about VUCA, Volatility, Uncertainty, Complexity and Ambiguity, I’m going to give you a real example here. One of our customers that was using the Shutdown Feedback System, took the main themes and made lots of changes around those themes. They were closed just a […]

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June 9, 2020
Two Strategies for Dealing with VUCA

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and we’ve been talking about VUCA, Volatility, Uncertainty, Complexity and Ambiguity and how that exists right now in our market…it’s always existed in our marketplace, it’s just that it is greatly magnified right now. I was doing a presentation, providing a lot of information from the Shutdown Feedback […]

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June 8, 2020
A More Agile Approach to Business

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I started talking about this concept of VUCA, Volatility, Uncertainty, Complexity and Ambiguity…I want to stay on that topic a bit because we are facing it in a number of different ways. It’s really an army term for when they had to adjust how they looked at the […]

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June 5, 2020
If You Want To Sing, Sing!

(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 […]

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June 4, 2020
V.U.C.A

(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 […]

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June 3, 2020
Strong Beliefs Formed MXM

(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 […]

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June 2, 2020
Innovate on 'Codes of Conduct'

(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 […]

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June 1, 2020
Marcus Spears & Steven A. Smith on the Riots...

(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 […]

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May 29, 2020
Social Proprioception

(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 […]

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May 27, 2020
Permanent Imprint

(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 […]

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May 26, 2020
Responding to Member Feedback

(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 […]

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May 22, 2020
Position Descriptions - Housekeeping

(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 […]

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May 21, 2020
3 Ways to Create Change

(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 […]

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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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May 6, 2020
Restart Feedback System

(VIDEO TRANSCRIPTION): Hi! Blair here with MXM. When you are trying to operationalize your member experience and when I say that I mean, understand your member experience on a day to day basis and be able to take immediate one-on-one action with that customer, use that information in team meetings so that teams can be […]

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May 5, 2020
Spend On Building Trust!

(VIDEO TRANSCRIPTION): Hi Blair here with MXM in our Wenatchee location this morning. Just finished my weight workout. 1,228 consecutive days of working out or exercise with the most minimal being 30-45 minute recovery ride on a Sunday! Anyway, the best I think that clubs could be doing right now while you are shut down... […]

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May 4, 2020
35% Of Club Members Are Saying...

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. We have just over 115,000 pieces of feedback from almost 600 clubs now using our free shutdown survey system or member feedback system I should say. A couple of interesting data points: About 68% of respondents are extremely likely (9's & 10's) to come back in and continue […]

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May 3, 2020
The Top 5 Reasons Members Join a Fitness Center

We all know that getting healthy, and staying healthy isn’t always quite that simple. At the beginning, we have a rush of motivation to lose unwanted weight, and get fit. So, we sign up for a new membership at a local fitness center, with the best of intentions, but finding that motivation to actually continue […]

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May 1, 2020
Understand Why Your Member Hired You

(VIDEO TRANSCRIPTION): Hi Blair here with MXM. Yesterday I started to talk about the Jobs To Be Done Theory and that you are getting somewhere when you can name competitors to the Job To Be Done that are not the usual suspects like another gym or another class or something like that. So when we […]

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April 30, 2020
'Jobs To Be Done' Aficionado

(VIDEO TRANSCRIPTION): Hi, Blair here from MXM. Over 100,000 pieces of feedback have come in from the Shutdown Survey. Again, that window is still open, it’s free to anyone in the fitness industry. Think beyond the survey, think about the system and the analytics around the data and the ability to drill in and find […]

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April 29, 2020
Two Ideas From Top Club Operators

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I’m going to share two ideas with you that came from very good friends and colleagues of mine in the last few days. One from Scott Gillespie in Saco, Maine. He’s been doing his shutdown survey and getting some great information, great data. He shot about a 2-3 […]

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April 28, 2020
Light Speed Learning

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Today we should cross 100,000 responses on our shutdown survey. Common metrics that allow clubs to compare against each other (you can’t see them and they can’t see you) but you can see where you are in a broader world for member experience while members are sitting at […]

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April 27, 2020
Your Customer Voice is Powerful!

(VIDEO TRANSCRIPTION): Hey, Blair here with MXM. As of last night, we have over 90,000 pieces of feedback in our Shutdown Survey system. I wish I never used the “survey” because people think of it as the questions that you ask and it’s so much more than that. It’s knowing what should be asked based […]

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April 24, 2020
No Hugs, No Handshakes, No Smiles

(VIDEO TRANSCRIPTION): Hey there. Blair here with MXM and this morning, I finished my workout and decided to retrace some steps. I’m at our Wenatchee location and just thinking about, uh, in regular operations what the member feels like walking in these doors that are right over here behind the camera and reading a lot […]

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April 23, 2020
Journey Mapping (Don't Just Use A Whiteboard)

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I hear a lot of people talking about doing their member journey maps. I am so glad to hear that. Everybody should be doing member journey maps. And by the way, right now we’re talking about that through physical space but there is also the digital journey and […]

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April 22, 2020
Strategy #5: Best in Class? How Will They Know?

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. This is the fifth of this five part series on the key strategic directions that every gym should be taking when it comes to cleaning and sanitizing coming out of this. More than 50,000 responses right now. We’ll have more than 800 clubs on on the free shutdown […]

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April 21, 2020
Strategy #4: Get That Hand Sanitizer Everywhere!

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM and this is the fourth on five parts on some of the strategies that we see coming out of the shutdown survey. We have almost 50,000 responses in there right now so it’s extremely compelling data. So we talked about five strategies. The first three we went […]

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April 20, 2020
Strategy #3: Your New Process And Policies Must Be Everywhere!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. The third part of the series of five videos on five key strategies when it comes to the voice of customer that we see coming in on the shutdown survey. About 40,000 responses already, that is a lot of comments and text analytics data. It instantly sort of […]

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April 17, 2020
Strategy #2: Every Staff Member Must Be A Compliance Ambassador

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. This is the second in five parts of the five strategic pieces of how you approach cleaning and sanitizing that we’re seeing come out of the voice of customers. Remember there are signals all over the place that the member is going to see to determine if […]

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April 16, 2020
Strategy #1: Every Member Must Become An Extension Of Housekeeping

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Last video, I talked about five points of strategy that are going to have to become part of everybody’s operations. Coming out of this we’re seeing incredible feedback coming in on the shutdown survey but on this first one, the noisiest which I’m seeing strategically, everybody needs to […]

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April 16, 2020
Top 5 Tips to Encourage Member Referrals

1. Timing is Everything When it comes to asking your members for referrals, timing is everything.  Finding the right moment in your member’s journey is important, as these are the times when they will be most open to giving you a referral.  If you ask your members at the wrong time, you run the risk […]

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April 15, 2020
5 Key Improvements Needed To Reopen

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. In looking at the thousands and thousands of comments coming in from the 100’s of clubs using our shutdown survey, there are five key areas in which every club must improve in the eyes of the customers. I’ll just hit the wavetops on those five in this […]

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April 14, 2020
Beyond NPS (or even just getting good reviews)

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and with over 500 pieces of feedback on the shutdown for our own two clubs, Worx of Wenatchee Valley, we just sent a letter out last night to all members highlighting fifteen changes in policies, processes, procedures that we’re putting in place. Also posting that on our social […]

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April 13, 2020
Your New Value Added Program

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I wanna give you some insight that I’ve gotten from looking at all the shutdown responses coming in from clubs all over and I would couch it like this, your cleaning and sanitizing processes is the new value-added programing. In other words, you know, you have programming like […]

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April 10, 2020
200 Clubs And Counting!

(VIDEO TRANSCRIPTION): Blair here with MXM. We’ve had over 200 companies now using our shutdown survey and the feedback from members is amazing, both on what they want to see changed in the club and sort of what the public is going to be comfortable with at large when business reopen. A couple of things […]

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April 9, 2020
Four Layers of Value

(VIDEO TRANSCRIPTION): Hi, Blair here. CEO of MXM. We’re just through our second round of getting feedback from our members using the Shutdown Survey and the metrics that we think are so important to understand right now. Once you come back we have another free product for you, once you start opening again. It’s called […]

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April 8, 2020
Compliance Ambassadors

(VIDEO TRANSCRIPTION): Hey. Blair here. CEO of MXM and as I’m looking at all the feedback coming in from over 200 clubs now and some of them, I would say, are some of the best operators in the world, collecting feedback during the shutdown using our free, free to anybody survey. It seems we all […]

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April 7, 2020
Voice Of Customer

(VIDEO TRANSCRIPTION): Hey again, this is Blair McHaney, CEO of MXM. I want to go over the Shutdown Survey results a little bit here. We’ve already sent out one round for our two local clubs and last night we sent out our second round, looking for even more feedback and we’ve been incredibly surprised and […]

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April 6, 2020
The Loudest Noise

(VIDEO TRANSCRIPTION): Hey there, Blair here from MXM. Sitting in our east Wenatchee gym this time just to give you a little variety. We’re kind of torn up over here, uh, doing a bunch of projects like I’m sure you all are. Make sure you pay attention to those ceilings by the way. When redoing […]

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April 3, 2020
Message To The Fitness Industry

(VIDEO TRANSCRIPTION): Hi! You guys know me as the CEO of MXM, but you also know that I’m a club owner and have been a club owner for almost 40 years. In those 40 years, there have been other crises. For instance, the 2008 financial crisis. We barely made it through that crisis. I know […]

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April 2, 2020
Time To Up The Ante

(VIDEO TRANSCRIPTION): Hi! Blair here, CEO of MXM in our Wenatchee location, I keep working out in our Wenatchee location because it’s closer to my house. Worx of Wenatchee Valley but in talking to you about the Shutdown feedback that we’re getting in our clubs, as of this morning we’ve had 43 companies already sign […]

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April 1, 2020
Webinar on Friday!

(VIDEO TRANSCRIPTION): Hi there, Blair McHaney here, CEO of MXM and I’m here at one of our empty locations and I want to talk to you about this free Shutdown Survey that we’ve been talking about. From our clubs, the amount of information that we’re getting from our members as they sit at home and […]

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March 31, 2020
Don't Be Afraid

(VIDEO TRANSCRIPTION): Hi there, Blair here, CEO of MXM and for the last few days, you’ve been hearing me talk about our free Shutdown Survey, available to anybody in the industry and I’ll keep emphasizing that this is a once in a lifetime opportunity. Here in Wenatchee Valley for our two locations, I’ve personally read […]

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March 31, 2020
Top 4 Reasons You Must Use MXM's Free Shutdown Survey

We are making all of our free products available to any organization in the fitness industry. Whether you have one club or 1000 clubs, you can benefit from the data and feedback you will rapidly receive during and after the shutdown. We have made this free, easy to execute, and we make sure you have […]

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March 30, 2020
Reset of the Fitness Industry

(VIDEO TRANSCRIPTION): Hi there. Blair McHaney here, CEO of MXM, trying to make sure that a lot of you around the country are getting more Myzone effort points than I am. Last night was announced that the efforts that were put in place 15 days ago, will stay through at least April 30th. Here is […]

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March 28, 2020
FREE Survey For The Industry

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and uh, we’ll be launching our free to the industry Shutdown Survey here next week. We’ve been running that for the last two days in our own clubs and already, after actually literately the first night, the actions that came out of that are pretty amazing just from, […]

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March 27, 2020
Let's Support IHRSA!!

(VIDEO TRANSCRIPTION): Hi everybody, Blair here, CEO of MXM and just finished up today’s workout in the basement gym and I gotta show you what's been hanging in our basement gym for a few decades here now. IHRSA’s campaign with Arnold. It has me thinking about IHRSA next year in Vegas and how to make […]

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March 26, 2020
Why Is Net Promoter Score Important to Your Business?

In today’s world, a business must sell constantly in order to retain customers and obtain new ones.  Afterall, keeping customers happy is the key to customer success management – and ALL companies seek growth. The Net Promoter Score is a simple one to two minute survey metric that can stimulant substantial growth for a business, […]

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March 26, 2020
Shutdown Survey

(VIDEO TRANSCRIPTION): Hi there. Blair here, CEO of MXM and today, I just finished my 1,188 consecutive day of exercise, all alone in our Wenatchee location early in the morning. We’re gonna be talking to you about the Shutdown Survey that we are providing to the industry. We launched it with our clubs this week […]

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March 25, 2020
Journey Mapping Post COVID-19

(VIDEO TRANSCRIPTION): Hi, Blair here, CEO of MXM and I am actually at one of our two locations IN Wenatchee, Worx of Wenatchee Valley. In the last video, I talked about themes we were seeing and thousands of pieces of feedback around COVID-19 and this shutdown. I also mentioned about optimizing. There is an exercise […]

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March 24, 2020
Top Member Feedback Themes

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and one of the things that we’re seeing in the tens of thousands of pieces of feedback that we’re looking at since this COVID-19 issue started, is four main themes. First is, how much the member believes that you are following expert practices for cleaning and sanitizing. How […]

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March 23, 2020
MXM Idea Lab

(VIDEO TRANSCRIPTION): Hi there! Blair here, CEO of MXM, I’m in our Wenatchee location all by myself this morning. Monday the 23rdand this would be the day that we would be coming back from IHRSA, we are definitely looking forward to IHRSA next year. We should be telling you about all of our great new […]

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March 20, 2020
Let's Survive COVID-19

(VIDEO TRANSCRIPTION): Hi! Blair McHaney here, CEO of MXM and I’m in our East Wenatchee location, the other videos were from our Wenatchee location. Our clubs are called Worx of Wenatchee Valley. We are shut down just like you. So as MXM we’re your partner in this and we understand it, you call us and […]

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March 19, 2020
MXM Is Here To Help

(VIDEO TRANSCRIPTION): Hi! Blair here, CEO of MXM, this is the third day of our shutdown and I’m back in our Wenatchee Worx location. A few things that I want to tell you: We’re coming out with some free services to anyone in the fitness industry, a source for ideas and innovations and what other […]

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March 18, 2020
Social Proximating

(VIDEO TRANSCRIPTION:) Hi everybody! Blair McHaney here, CEO of MXM over here in Wenatchee Washington. I’m currently in one of our two locations, you hear us talk about them all the time as sort of our "labs" and where we test a lot of our member experience management processes and operations. I just finished my […]

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March 14, 2020
How Improving Net Promoter Score Helps Fitness Clubs

Let’s start with the basics here so you can learn how improving net promoter score helps fitness clubs increase member loyalty and retention. What did NPS come from? NPS was introduced in 2003 and developed by Fred Reichheld, a partner at Bain & Company, and in cooperation with Satmetrix, a California consultant company which provides […]

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December 22, 2019
FISA YMCA

May 4th - 6th, 2020, Coronado, CA Guests are senior fitness and/or operations executives from metro, urban and mid-tier YMCA groups WITH MULTIPLE BRANCHES. All guests are invited through a referral by a participating FISA member supplier or a YMCA colleague. Guests have P&L responsibility for equipment purchasing , fee-based programs and membership retention. The format combines one on one meetings, […]

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August 23, 2019
Customer Experience Management: The Proof is in the ROI

If you ask a company executive if customer experience (CX) matters to them, they will most likely say yes. But how do you get them to invest in and commit to a robust, long-term CX management practice? In a recent webinar, Medallia shared its approach to helping organizations quantify the financial linkage of their CX management […]

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May 30, 2019
Exceptional Customer Service: A Simple Investment to Boost Retention

Member retention is always a huge concern for fitness business owners. Even when you’re regularly adding new members to your gym, you still need to focus on retaining the members that you have with exceptional customer service. Did you know that it costs six to seven times as much to win a new member as […]

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April 10, 2019
Medallia Earns a 100% in the Corporate Equality Index

Medallia is proud to announce that we received a perfect score of 100 on the 2019 Corporate Equality Index (CEI). The CEI is the nation’s premier benchmarking survey and report on corporate policies and practices related to LGBTQ workplace equality, administered by the Human Rights Campaign (HRC) Foundation. Medallia joins the ranks of over 560 […]

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March 4, 2019
Onboarding New Members

Once you have members signing up at you gym, you must ensure that the next step, the Member Onboarding Process, goes smoothly! Developing a frictionless onboarding strategy will maximize your member retention and improve your member experience. The most important time period in the membership lifecycle is the first four weeks, and you should be making contact frequently […]

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February 7, 2019
Fitness Center Employee Retention - Set the Right Tone

When your employee retention rate is as high as possible, it keeps the work and the cost down and it will also reflect in your levels of membership retention too. Hiring gym staff can be like jumping on a treadmill that’s reeled up to eleven; it’s hard work that takes all your time and another […]

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January 21, 2019
Best Practices to Provide Great Customer Service in Your Health Club

As the owner or manager of a health club, your main concern should be providing great customer service for your members. As we’ve discussed in past blogs, you should have information on all levels of your team that allow you to be immediately responsive to feedback you receive. This allows you to grow and create […]

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January 3, 2019
Top 6 Fitness Challenges to Engage and Retain Your Gym Members

The goal of all health clubs is to increase member engagement, because members that actually use your facility are more likely to continue to use the club. However, 44% of all gym members are showing up to health clubs less than four times a month, making them high cancellation risk members. It is difficult to entice those […]

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December 28, 2018
3 Key Things Your Customer Engagement Platform Should Provide

As we’ve discussed in previous blogs, a customer experience platform is one big way to stand out as a health club. It gives your customers a place to give feedback and be heard, and enhance their experience. But as a fitness club owner, what should you look for when finding the right customer experience platform? We’ve compiled […]

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December 27, 2018
CEM Products and Repeat Responders. Why Should I Listen to You Again?

I was talking to a customer the other day regarding his MXMetrics/Medallia CEM product and he said – “I think we should not be asking people to give us feedback so frequently.  I think it should be twice a year instead of four times because some people keep bringing up something we can’t do anything […]

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December 17, 2018
Increase The Survey Response Rate At Your Health Club

There are two things to consider, survey response volume and survey response rate and before we go straight into how to increase your response rate, let’s consider whether you need to or not. In a business to consumer (B2C) environment it is important to consider both response volume as well as response rates. In the […]

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December 11, 2018
6 Things to Know About OCEM Software for Fitness Clubs

The race to deliver a great customer experience is on and you are in it – whether you like it or not. OCEM software is the vehicle you will be driving if you are to compete in this race. Your vehicle must be quick out of the gate and ready to go for a long time. Selecting […]

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December 3, 2018
How to Start a Gym Member Referral Program

There are thousands of ways to start a gym member referral program these days. Most referral programs offer an incentive of a free months of membership to your referring member. But, why not give out cash instead? If you own a gym, and you don’t currently run a ‘refer a friend’ type of program, you’re […]

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December 3, 2018
Making Excellence a Habit

"Gentlemen we will chase perfection and we shall chase it relentlessly knowing all the while we can never attain it. But along the way we will catch excellence." Vince Lombardi Lombardi’s quote is the essence of Operational Customer Experience Management (OCEM). If you seek excellence you are chasing perfection. If you only chase excellence you […]

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November 30, 2018
Building Relationships - How To Stand Out As A Health Club

Other fitness clubs can copy your successes, such as your facility, machines or prices. What they can’t copy is your relationship with your members. The best way to provide great customer service in your health club is to keep those relationships strong and meaningful. In a world with social media, online reviews and instant information […]

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November 27, 2018
Retention vs. Loyalty

You pride yourself on your club’s service and hospitality. You are much better today than you were yesterday but not nearly as good as you want to be tomorrow.  You work very hard to hire right, treat staff right, treat customers right, and to constantly improve. These efforts seem to be rewarded. The questions is can […]

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November 19, 2018
7 Rules For Being a Great Health Club Member

We write a lot about how to be a great health club and how to deliver great customer experience. We recently worked with Keith Catanzano of 2River Consulting in Washington DC to do someamazing segmentation on our member data.Keith created a “predictive model” using historic membership data to find our common segments reflecting different cancellation rates. This gave us […]

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November 16, 2018
Giving Your Clients a Voice: The Benefits of Customer Management Systems

As the owner of a gym or health club, you want to do whatever you can to stand out to your members. The little things can make a big difference in the long run, and help you promote your fitness club and be successful. One tool to do this is through a customer management software. […]

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November 12, 2018
Training The Customer Experience Athlete

"Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” Proprioception is an individuals’ ability to sense where they are “in space.”  Without video, coach feedback, or seeing with one’s own eyes, they still have a high degree of awareness as to their entire body position. Rory McIlroy knows exactly where the club is […]

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November 5, 2018
We Say 'Yes'!

The product of the health club business is the member experience.  Just as the product of a restaurant is not only the food but the overall experience.Say this in a group of gym owner/operators and most will agree.  Asked if they deliver an excellent, average, or poor member experience and I bet at least 80% […]

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October 30, 2018
Top 3 Practices of Customer Experience Leaders

Okay, are you ready for this? These are lessons that I learned during my 20+ years managing health clubs. Simple to identify but harder to implement. Three practices used by top Customer Experience Management practitioners that can help you begin to manage the experience at your business vs. just putting out fires as fast as they […]

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