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6 Imperatives of Excellence in Your CX Initiative
Forrester Research has been busy in the customer experience management space. Their most recent wave report, the 2018 fourth quarter, defined the leaders in this...
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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...
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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...
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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...
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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...
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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...
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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....
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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...
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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...
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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...
