All posts by
-
We Say Yes!
The product of the health club business is the member experience. Just as the product of a restaurant is not only the food, but the overall...
-
Listen to Your Employees and Empower Your Business
You hire great people to take care of your customers. Chances are you spent a ton of time making sure your staff have the right...
-
A Smarter Approach to Employee Feedback
John Wooden once said that coaching is the ability to give feedback without causing resentment. Feedback is so essential to our learning, whether we are...
-
Innovating in Fitness
It would be helpful to our industry if we reframe what innovation actually is. An innovation is any new idea you can adopt that adds...
-
Your Innovation Debt
Companies have invisible “debts” that never see the balance sheet. If your company is not embracing technology you are building a “technology debt.” When organizations...
-
Fitness Results and Member Experience
Understanding your members’ satisfaction with their reported fitness results is as relevant in your customer experience management program as “sleep quality” is to a hotel....
-
What Job Is She Trying To Get Done?
The “Jobs” theory is a concept developed by Clayton Christensen at Harvard Business School. It has been so successful in identifying innovative ways to address...
-
You Say You Have a Customer Experience Strategy?
I spend almost all of my time helping companies with their customer experience strategy. Operational Customer Experience Management (OCEM) takes strategy and embeds it into...
-
Operationalizing The Member Experience
The daily operation of a club includes dozens of customer-facing processes, programs, policies, people, business practices and (hopefully) the integration of all of these things...
