Making Excellence a Habit

Blair McHaney

December 3, 2018

"Gentlemen we will chase perfection and we shall chase it relentlessly knowing all the while we can never attain it. But along the way we will catch excellence." Vince Lombardi Lombardi’s quote is the essence of Operational Customer Experience Management (OCEM). If you seek excellence you are chasing perfection. If you only chase excellence you […]

Building Relationships - How To Stand Out As A Health Club

Blair McHaney

November 30, 2018

Other fitness clubs can copy your successes, such as your facility, machines or prices. What they can’t copy is your relationship with your members. The best way to provide great customer service in your health club is to keep those relationships strong and meaningful. In a world with social media, online reviews and instant information […]

Retention vs. Loyalty

Blair McHaney

November 27, 2018

You pride yourself on your club’s service and hospitality. You are much better today than you were yesterday but not nearly as good as you want to be tomorrow. You work very hard to hire right, treat staff right, treat customers right, and to constantly improve. These efforts seem to be rewarded. The questions is can […]

7 Rules For Being a Great Health Club Member

Blair McHaney

November 19, 2018

We write a lot about how to be a great health club and how to deliver great customer experience. We recently worked with Keith Catanzano of 2River Consulting in Washington DC to do someamazing segmentation on our member data.Keith created a “predictive model” using historic membership data to find our common segments reflecting different cancellation rates. This gave us […]

Giving Your Clients a Voice: The Benefits of Customer Management Systems

Blair McHaney

November 16, 2018

As the owner of a gym or health club, you want to do whatever you can to stand out to your members. The little things can make a big difference in the long run, and help you promote your fitness club and be successful. One tool to do this is through a customer management software. […]

MXM Blog

Featuring best practices and tips for improving member experience.

Making Excellence a Habit

Building Relationships - How To Stand Out As A Health Club

Retention vs. Loyalty

7 Rules For Being a Great Health Club Member

Giving Your Clients a Voice: The Benefits of Customer Management Systems