(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 […]

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 […]

(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 […]

(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 […]

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, […]

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 […]

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 […]

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 […]

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 […]

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% […]

"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 […]

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 […]