Customer Voice

Over 700 fitness clubs utilize the MXM Member Experience Platform to provide exceptional customer service. Here are just a few of our success stories.

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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 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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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 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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