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.

As the CEO and President of MXM, I spend hours each week talking to other gym operators about what they do, what I'm doing as a gym owner, and how the hell it's all working. I am pretty sure you would like to get in on those insights? Am I right?

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Blair

Blair McHaney
CEO & President of MXM

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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