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.

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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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