Member Experience

We want to help your fitness club member experience to be the best it can be. Our collection of member experience blog articles are intended to help you provide exceptional member experiences.

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 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 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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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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