Customer experience is essential to a club’s success, and MXM can help optimize your club’s customer experience management with its usage of Medallia and excellent customer service.
Here, Dustin Davis, the director of business intelligence at Midtown Athletic Clubs, shares his experience working with MXM.
CS: Why did you decide to partner with MXM over other NPS/customer experience management companies?
DD: They offer a complete customer experience solution. Because MXM utilizes the Medallia platform, we are able to manage our customer data in the same platform as the world’s leading customer experience brands.
We also appreciate that MXM operates exclusively in the club business and has extensive experience in helping their clients develop customer experience programs.
CS: What are your favorite features of MXM’s service?
DD: Medallia is simple — all the reporting features are easy to digest for any user.
It’s easily accessible — your team can access and even respond to customer feedback from anywhere on the mobile app.
Support is second to none — MXM is dedicated to our success as an experiential brand and is available at every step along the journey.
CS: In what ways have your operations/business been improved by partnering with MXM?
DD: The most significant improvement is that we have developed a stronger connections with our members. We have based many process improvements and innovations around customer feedback. The Medallia platform also allows us to communicate with members directly within the platform, so our responses to the feedback are easily personalized to the member.
CS: Have you been pleasantly surprised by working with MXM in any way?
DD: I have always been impressed with how client-focused and responsive the MXM team is. They are all very hands-on and willing to provide expertise on CX strategy. They are great at educating the teams on efficiently and effectively managing the voice of the customer.
CS: What else can you tell club owners about the benefits of working with MXM?
DD: The team is made up of veteran club operators that use the Medallia product in their own clubs. The club expertise that they bring to the client relationship really helps develop strategy and operationalize voice of the customer in the club setting.
For more information on MXM/Medallia, visit https://www.mxmetrics.com/.
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Bobby is the former assistant editor of Club Solutions Magazine.
