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Voice Of Customer

(VIDEO TRANSCRIPTION): Hey again, this is Blair McHaney, CEO of MXM. I want to go over the Shutdown Survey results a little bit here. We’ve already sent out one round for our two local clubs and last night we sent out our second round, looking for even more feedback and we’ve been incredibly surprised and […]

The Loudest Noise

(VIDEO TRANSCRIPTION): Hey there, Blair here from MXM. Sitting in our east Wenatchee gym this time just to give you a little variety. We’re kind of torn up over here, uh, doing a bunch of projects like I’m sure you all are. Make sure you pay attention to those ceilings by the way. When redoing […]

Message To The Fitness Industry

(VIDEO TRANSCRIPTION): Hi! You guys know me as the CEO of MXM, but you also know that I’m a club owner and have been a club owner for almost 40 years. In those 40 years, there have been other crises. For instance, the 2008 financial crisis. We barely made it through that crisis. I know […]

Time To Up The Ante

(VIDEO TRANSCRIPTION): Hi! Blair here, CEO of MXM in our Wenatchee location, I keep working out in our Wenatchee location because it’s closer to my house. Worx of Wenatchee Valley but in talking to you about the Shutdown feedback that we’re getting in our clubs, as of this morning we’ve had 43 companies already sign […]

FISA YMCA

December 22, 2019

May 4th - 6th, 2020, Coronado, CA Guests are senior fitness and/or operations executives from metro, urban and mid-tier YMCA groups WITH MULTIPLE BRANCHES. All guests are invited through a referral by a participating FISA member supplier or a YMCA colleague. Guests have P&L responsibility for equipment purchasing , fee-based programs and membership retention. The format combines one on one meetings, […]

Top 3 Practices of Customer Experience Leaders

October 30, 2018

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 […]

We Say 'Yes'!

November 5, 2018

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% […]

Training The Customer Experience Athlete

November 12, 2018

"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 […]

Customer Experience Management: The Proof is in the ROI

August 23, 2019

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 […]

Is your guy providing exceptional customer service?

Exceptional Customer Service: A Simple Investment to Boost Retention

Member retention is always a huge concern for fitness business owners. Even when you’re regularly adding new members to your gym, you still need to focus on retaining the members that you have with exceptional customer service. Did you know that it costs six to seven times as much to win a new member as […]

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