MXM: A Modern and Effective Way to Manage Customer Experience
Customer experience is essential to the success of every health club, and MXM/Medallia helps club operators maximize the customer experience. Here, Eric Schmitz, the president of California Athletic Clubs, shares his experience working with MXM:
Why did you decide to partner with MXM?
ES: I was looking for a modern and effective way to manage customer experience. We were also looking for a way to compare our customer experience with other businesses via Net Promoter Score. MXM has done a great job of bringing the best of Medallia to the fitness industry. The ability for our customers to rate all aspects of what we do is awesome. The depth and breadth of their customized surveys is a huge advantage when managing customer experience.
How has this partnership benefited your business?
ES: MXM is great to partner with. Blair McHaney and Jenny Hymer are amazing. MXM has benefited our business by finding out exactly what our members really want. Another benefit is MXM is a great management tool for our staff. The general managers at the clubs provide feedback to the appropriate staff on a regular basis from the survey results.
What are some changes you’ve made as a result of insights from MXM?
ES: We make changes constantly as a result of the MXM feedback. It is the main component of our CANI (constant and never ending improvement) philosophy. We take the feedback and use it in our decision making process for capital expenditures and day-to-day operations. It really allows a club operator to make sure what they think needs to be done aligns with the desires of the members.
Do you think it’s important for club operators to survey their members in some capacity?
ES: I really feel it’s important for all club operaters to survey their members. Empowering members to give feedback is essential to a club’s success. MXM’s process is totally automated, which saves time getting the results. The process of surveying active members allows me to see what’s really going on in our clubs.
Why else should club operators consider working with MXM?
ES: The support staff at MXM is super helpful. Jenny is always available to solve issues and train staff on how to properly use MXM. One of the huge benefits of working with MXM is you get to see how your club ranks against others in the industry. This is a great tool for staff motivation. Utilizing MXM as a customer experience management tool will really change how you view running a club.