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...
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...
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...
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...
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...
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....
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...
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...
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...