EXERCISE IS WORK. EXPERIENCING A CLUB SHOULDN'T BE.
ClubWorks is looking for operators that realize there is a race being run to deliver an exceptional member experience. Are you an operator that is tired of hearing about "differentiation" and want to do something about it? We are looking for those with the intense desire to know what their members' experience is really like, and to take action to improve the delivery of that experience. Start seeing from your customer's perspective.
The fitness industry is full of promises to deliver great member experience. Go to most any club website and in the first few minutes you will read statements about incredible caring people, clean facilities, and "state-of-the-art" equipment. It all adds up to an exceptional experience. At least that's the intent.
EBITDA OF MEMBER EXPERIENCE - NPS
Don't just know the score. Play the Game!
Net Promoter Score (NPS®) is to member experience as EBITDA is to revenue. NPS is a leading indicator of your company's ability to grow itself through word of mouth and referrals. However, NPS is a lagging indicator of member experience. MXM isn't about determining your Net Promoter Score. MXM is a Net Promoter System. It is about improving your NPS. It is about taking daily action to impact your member experience and identify trends within your membership base to keep the member experience evolving.
DO YOU KNOW YOUR NPS, OSF, E, GC AND FDSF SCORES?
If you can't measure it, you can't manage it.
Knowing your Overall Staff Friendliness, Equipment Condition, Gym Cleanliness and Front Desk Staff Friendliness scores give you ways to set goals, launch initiatives and see the impact on NPS and customer loyalty. Knowing that these scores are not coming from a secret shopper, an annual survey, or from a hunch, but instead coming straight from the world's foremost experts - your customers - on a daily basis - provides the urgency and visibility for getting better.
BENCHMARKING, LEADERBOARDS AND ANALYTICS
Playing the game is only exciting when you can see the scores.
At a glance you know how you are dong. You can compare to cohorts and "take the lead" on the leaderboard. Motivation and engagement happen when your team can see the score, know what it takes to improve and witness "wins" on an ongoing basis. Not much excitement when there is no score. Get them excited about great customer experience - give them a score.
IT'S A DIALOGUE, NOT A MONOLOGUE
Your customers are talking to you. Are you paying attention?
MEDALLIA technology powers MXM Closed-Loop-Feedback processing. The MXM quick, easy and intuitive "Read-Respond-Tag" processing system not only wins back dispirited customers today, it enables the learning your team and organization need to keep customers tomorrow.
SILICON VALLEY MEETS THE FITNESS INDUSTRY
Real, Proven, Customer Experience Excellence Meets Real, Proven, Silicon Valley Brilliance.
In 2007 Medallia developed a CEM system for an internationally known health club enterprise. The same team that is behind ClubWorks and the MXM product is the team that worked with Medallia to build the gold standard for measuring and managing the health club customer experience.
With the MXM product, ClubWorks has leveraged lessons learned from 12 years of global leadership in CEM technology through Medallia, 35 years experience in health club operations, and 5 years of fitness-specific customer experience management system operations. No one in the world understands this space and this practice better than we do.
WHAT'S IT COST?
A one time onboarding fee of $500 per club and $275* per month per club. We don't do contracts. We think you should be free to go but choose to stay because we deliver real value. As you might guess, this is the same philosophy we have in clubs we own and operate.
*Some additional fees may apply.
"QUOTES FROM OPERATORS"
"I was running a club that used Medallia. When we acquired a new club that didn't have Medallia it was like trying to drive a car fast through thick fog. You can do it, but it's a real bad idea."
"It is strange to think what we did before we used medallia. When I think how we used to operate, the only word that comes to mind is 'arrogantly'."
"I had a club owner ask me why I would let my customers tell me how to run my business. I told her that I didn't; I asked them whether I was running it well."
"We know what our customer thinks. We know if we are fulfilling our commitments. Most of all, our employees believe us now when we tell them we intend to deliver a great experience."
"We have changed 'customer experience' from a marketing slogan to an executable strategy."
Medallia is the customer experience management company. Founded in 2001, the company is trusted by the world's leading brands, including Best Western, Four Seasons, Zappos, Sephora, Sony, Apple, and Verizon to improve customer experiences. Medallia provides a cloud-based software platform, which captures feedback across Web, social, mobile and contact center channels, analyzes it in real time, and enables companies to take action to drive customer delight. Learn more at www.Medallia.com and follow the company at blog.medallia.com, on Twitter @Medallia, and at Facebook.com/MedalliaInc.