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  • Innovating in Fitness

    It would be helpful to our industry if we reframe what innovation actually is. An innovation is any new idea you can adopt that adds...

  • Your Innovation Debt

    Companies have invisible “debts” that never see the balance sheet. If your company is not embracing technology you are building a “technology debt.” When organizations...

  • Fitness Results and Member Experience

    Understanding your members’ satisfaction with their reported fitness results is as relevant in your customer experience management program as “sleep quality” is to a hotel....

  • What Job Is She Trying To Get Done?

    The “Jobs” theory is a concept developed by Clayton Christensen at Harvard Business School. It has been so successful in identifying innovative ways to address...

  • You Say You Have a Customer Experience Strategy?

    I spend almost all of my time helping companies with their customer experience strategy. Operational Customer Experience Management (OCEM) takes strategy and embeds it into...

  • Operationalizing The Member Experience

    The daily operation of a club includes dozens of customer-facing processes, programs, policies, people, business practices and (hopefully) the integration of all of these things...