The World’s Leading System for Building Customer Loyalty

By Rachel Zabonick on June 2, 2014

Medallia is the technology behind customer loyalty programs for the world’s greatest brands. Medallia has now created MXM (Member Experience Metrics) to specifically serve the fitness industry.

MXM allows you to connect with your members, understand what they think and feel, know what drives loyalty and take action to improve. Designed to be affordable, MXM was born by collaborating with health club operators and from the best practices of other Medallia customers including leaders in retail, hospitality, financial service and hundreds of health clubs.

One key customer of MXM/Medallia is Joe Cirulli of Gainesville Health and Fitness Centers. He said, “We know that delivering a great customer experience leads to loyalty and money will follow. MXM shows in vivid detail where you are rocking and where you are not. We don’t have to guess where our focus should be, we can see the evidence in real time.”

MXM is for clubs seeking to differentiate themselves through great customer experience and by building customer service cultures. Saying “the customer is always right” takes on new meaning when you always know what they are thinking.

Club Benefits

Recover damaged member relationships
More deeply engage with your fans
Use customer feedback to recognize great performance by individuals and teams and to coach and improve customer experience
Anonymously see how you compare to other clubs
Learn from the best CEM practitioners in the industry
Understand what drives NPS, don’t just measure it
Set hard-edged customer experience goals for every team from front desk to Kid’s Club
Engage your entire company around serving the customer and delivering on customer experience promises
Build accountability for customer experience into every role
Seamlessly weave continuous customer experience improvement into you operations
Build and support a customer experience culture