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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...
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Front-Line All Star: Blake Kennedy
Blake is the group fitness manager and social media coordinator for the The Forum. Daily, he oversees a team of 44 group fitness instructors across multiple locations. The path...
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