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How MXM is a Game-Changer for Merritt Clubs


Optimizing the member experience is the key to success in the fitness industry, and MXM, the Medallia software for the fitness industry, delivers the actionable insights you need to take your club’s experience to the next level.

When Merritt Clubs was seeking to improve its member experience and lower its attrition rate, the club turned to MXM, with whom they’d gotten connected through REX Roundtables. According to Mark Miller, the COO of Merritt Clubs, MXM was the obvious choice because they could help the brand “hear the voice of the customer” and ensure each club was delivering exceptional experiences and value.

Here, Miller shares how MXM has been a game-changer for Merritt Clubs:

What changes have you made to your club as a result of insights from MXM?

We have used the data to improve our member experience, onboarding procedures and cancellation process, and to implement ideas that align with our members, not just what we want or think our members want. We now have the data that shows us where we need to get better and then track our progress.

Why is it important for club operators to survey their members in some capacity? 

It allows you to hear their voice, their true concerns. We all know a lot of people don’t complain — they just take their business elsewhere. This allows us to get to their pain, their challenges and their frustrations. It allows us insight into how our team behaves, where we can coach more, and how we can not only improve the member experience, but that of our teams as well. It gives us insight on how to reduce friction points and improve the member experience.

How would you describe MXM’s customer service and support? 

Exceptional. They’re always willing to be on and share insights.

Why should other club operators consider working with MXM? 

If you want to advance your business and improve, this is a no-brainer. It is not an expense — it’s an investment, just like you do with marketing. You have to change the game and MXM is that game-changer.

For more information, check out MXM online.

Bobby Dyer

Bobby is the former assistant editor of Club Solutions Magazine.

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