• EDUCATE. EMPOWER. SUCCEED.
  • Subscribe
  • E-Newsletter
  • Media Kit
  • Contact
  • Login
Club Solutions Magazine
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • E-Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • 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
    • E-Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • 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 In Print

Software, Hardware and Member Experience

Blair McHaney by Blair McHaney
October 3, 2019
in In Print, Solutions On
0
Software, Hardware and Member Experience
Share on FacebookShare on LinkedIn

Did you accept the latest upgrade for your operating system (OS) on your PC or Mac? Make sure you do if you haven’t. There are really smart people constantly monitoring the software that is deployed on your computer. They are looking for “bugs” that need fixing, tweaks that can make it work better and logging opportunities to potentially rollout some new, really cool upgrades.  

When they find these bugs and opportunities, they write new code and then “push it out” into the software. They monitor and work constantly to make the OS a better and more safe experience. They must constantly “push out” new code. 

So, what about you? What about your operating system? Your plant and equipment are the moral equivalent of the computer, or hardware. To get value out of the hardware you have to have really good software that enables the customer to utilize your hardware in ways that help them achieve whatever it is they are trying to achieve.  

Your OS is made up of your people, policies, processes, business practices, programs, other members and everything else that is part of your daily operations. Even if we just look at the people part of software, we could break it down further into sourcing, hiring, training, developing and coaching, etc. 

The way you monitor your OS is with the voice of customer. It is literally how you find the bugs and opportunities. You and your team should then “write” and “push out” new code. When you “write new code,” you are designing improvements to your operations. When you “push out” new code, you are ensuring it is made “operational.” This means it becomes part of your daily operations and doesn’t fade away like so many initiatives that don’t get fully adopted. 

Getting your voice of customer program in place is the first step to monitoring your OS. Once deployed, your entire organization should learn to be “software engineers.” Everyone should be working to understand issues and be part of “engineering” new ways to improve. 

When companies really understand this analogy, they become addicted to writing and pushing out new code. They become excited about opportunities and they know they have a secret weapon — an understanding of the core difference between their hardware and the incredible value of great software — their operating system.

Blair McHaney is the president and CEO of MXM, Medallia’s partner to the health, fitness and wellness industry. For more information, visit mxmetrics.com, and Blair can be reached at info@mxmetrics.com.

Tags: Member ExperienceMXM MedalliaOctober 2019operating systemsoftware engineeringsoftware systems
Previous Post

The Bottom Line: Stephen Kindler, Jr.

Next Post

Implementing Technology Your Clients Can Understand

Blair McHaney

Blair McHaney

Related Posts

Brave Williams: Braving the Franchisee World
Cover Story

Brave Williams: Braving the Franchisee World

August 29, 2023
2023 franchise forecast
Features

The 2023 Franchise Forecast

August 29, 2023
Amped Fitness
Brand Voice

Amped Fitness Continues Its Industry Takeover

August 29, 2023
Indoor Aquatics
Features

Indoor Aquatics Centers that Wow

August 29, 2023
Ideal Club Experience
Features

Creating the Ideal Club Experience

August 29, 2023
Assaf Gal
The Bottom Line

The Bottom Line: Assaf Gal

August 29, 2023
Next Post
You Can’t Manage What You Can’t Measure

Implementing Technology Your Clients Can Understand

Leave a Reply Cancel reply

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

Facebook Twitter Instagram LinkedIn
Club Solutions Magazine

Club Solutions Magazine is the #1 business resource for the health and fitness industry. Established in 2003, Club Solutions provides best practice, business resources that educate and empower health club professionals.

EDUCATE. EMPOWER. SUCCEED.



The Current Issue

September Issue 2023

September 2023



Browse

  • Home
  • Subscribe
  • E-Newsletter
  • Media Kit
  • The Magazine
  • Buyer’s Guide
  • Contact Us

© 2023 Club Solutions Magazine. Published by Peake Media.

No Result
View All Result
  • Topics
    • Leadership
    • Marketing & Sales
    • News
    • Operations
    • Programming
  • Magazine
    • Current Issue
    • Past Issues
    • Subscribe
    • E-Newsletter
    • Media Kit
    • Contact Us
  • Continuing Education
    • Club Solutions Leadership Summit
    • Club Solutions Leadership Retreat
    • CS Connect Virtual Event
  • Supplier Insights
    • Brand Voice
    • Supplier Voice
    • Supplier News
  • Podcast
  • Webinars
    • Thought Leaders: A Virtual Roundtable Series
    • On-Demand Webinars
  • Buyer’s Guide

© 2023 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