• EDUCATE. EMPOWER. SUCCEED.
  • Subscribe
  • Newsletter
  • Media Kit
  • Contact
  • Login
Club Solutions Magazine
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide
No Result
View All Result
Club Solutions Magazine
No Result
View All Result
Home Vendor Content Interviews

MXM: A Modern and Effective Way to Manage Customer Experience

Rachel Zabonick-Chonko by Rachel Zabonick-Chonko
September 19, 2018
in Interviews
1
customer experience
Share on FacebookShare on LinkedIn

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.

 

For more information, visit mxmetrics.com or email info@mxmetrics.com.

Stay ahead in the fitness industry with exclusive updates!

Rachel Zabonick-Chonko
Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

Tags: Customer ExperienceinterviewsMember ExperienceMXMMXM/Medallia
Previous Post

UPshow Launches the Ultimate Complement to Cable TV For Fitness Clubs

Next Post

The Best Quotes from the Club Spotlight Feature

Rachel Zabonick-Chonko

Rachel Zabonick-Chonko

Rachel Zabonick-Chonko is the editor-in-chief of Club Solutions Magazine. She can be reached at rachel@peakemedia.com.

Related Posts

ClubReady Provides Zivel with Excellent Software and Service
Interviews

ClubReady Provides Zivel with Excellent Software and Service

July 14, 2025
Les Mills
Interviews

An Innovative Partnership Between Les Mills and Chuze Fitness

July 3, 2025
How Power Plate Became an Essential Part of Grace In Motion
Interviews

How Power Plate Became an Essential Part of Grace In Motion

May 5, 2025
Results Fitness Ridgefield
Interviews

From Struggling to Success: The Game-Changing Partnership Between Results Fitness Ridgefield and Fitness Revolution

March 21, 2025
Arcis Golf
Customer Spotlight

The Power of Partnership: How Freemotion Transformed Fitness at Arcis Golf

February 5, 2025
seca TRU
Interviews

Improving Member Experience at Crunch Fitness through seca TRU

December 2, 2024
Next Post
issue

The Best Quotes from the Club Spotlight Feature

Comments 1

  1. Frank Austad says:
    7 years ago

    Speaking as a friend of Blair McHaney since High School some years ago. It was very rewarding to see him honored here. His professionalism as an entrepreneur in the fitness industry is impressive.
    Can’t think of a finer example of business leadership personalized!

    Reply

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

GET UPDATES IN YOUR INBOX

Facebook Twitter Instagram LinkedIn

The Current Issue

July/August Issue 2025

July/August Issue 2025



Browse

  • Home
  • Subscribe
  • Newsletter
  • Media Kit
  • The Magazine
  • Club Solutions On-Demand
  • Buyer’s Guide
  • Contact Us

© 2025 Club Solutions Magazine. Published by Peake Media.

Welcome Back!

Login to your account below

Forgotten Password?

Retrieve your password

Please enter your username or email address to reset your password.

Log In
No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • Newsletter
    • Media Kit
    • Contact Us
  • On-Demand
  • Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • Pickleball Innovators
    • The Leadership Accelerator Video Series
    • Club Solutions Book Club: High Road Leadership, John C Maxwell
    • Club Solutions Book Club: The Advantage
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide

© 2025 Club Solutions Magazine. Published by Peake Media.