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Strategy #3: Your New Process And Policies Must Be Everywhere!

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. The third part of the series of five videos on five key strategies when it comes to the voice of customer that we see coming in on the shutdown survey. About 40,000 responses already, that is a lot of comments and text analytics data. It instantly sort of […]

Strategy #2: Every Staff Member Must Be A Compliance Ambassador

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. This is the second in five parts of the five strategic pieces of how you approach cleaning and sanitizing that we’re seeing come out of the voice of customers. Remember there are signals all over the place that the member is going to see to determine if […]

Strategy #1: Every Member Must Become An Extension Of Housekeeping

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. Last video, I talked about five points of strategy that are going to have to become part of everybody’s operations. Coming out of this we’re seeing incredible feedback coming in on the shutdown survey but on this first one, the noisiest which I’m seeing strategically, everybody needs to […]

Get more health club members, encourage member referrals.

Top 5 Tips to Encourage Member Referrals

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 […]

5 Key Improvements Needed To Reopen

(VIDEO TRANSCRIPTION): Hi there. Blair here with MXM. In looking at the thousands and thousands of comments coming in from the 100’s of clubs using our shutdown survey, there are five key areas in which every club must improve in the eyes of the customers. I’ll just hit the wavetops on those five in this […]

Beyond NPS (or even just getting good reviews)

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM and with over 500 pieces of feedback on the shutdown for our own two clubs, Worx of Wenatchee Valley, we just sent a letter out last night to all members highlighting fifteen changes in policies, processes, procedures that we’re putting in place. Also posting that on our social […]

Your New Value Added Program

(VIDEO TRANSCRIPTION): Hi, Blair here with MXM. I wanna give you some insight that I’ve gotten from looking at all the shutdown responses coming in from clubs all over and I would couch it like this, your cleaning and sanitizing processes is the new value-added programing. In other words, you know, you have programming like […]

200 Clubs And Counting!

(VIDEO TRANSCRIPTION): Blair here with MXM. We’ve had over 200 companies now using our shutdown survey and the feedback from members is amazing, both on what they want to see changed in the club and sort of what the public is going to be comfortable with at large when business reopen. A couple of things […]

Four Layers of Value

(VIDEO TRANSCRIPTION): Hi, Blair here. CEO of MXM. We’re just through our second round of getting feedback from our members using the Shutdown Survey and the metrics that we think are so important to understand right now. Once you come back we have another free product for you, once you start opening again. It’s called […]

Compliance Ambassadors

(VIDEO TRANSCRIPTION): Hey. Blair here. CEO of MXM and as I’m looking at all the feedback coming in from over 200 clubs now and some of them, I would say, are some of the best operators in the world, collecting feedback during the shutdown using our free, free to anybody survey. It seems we all […]

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