MXM Overview

What is MXM Powered by Medallia?
We are the world’s leading experts on Operational Customer Experience Management for the fitness industry and the ONLY OCEM company that solely focuses on member experience. MXM uses the power of Medallia to conduct online member satisfaction surveys and offers a reporting portal that allows you to easily track your member satisfaction and respond to member needs by listening to and acting on feedback from members.

MXM’s Purpose
To turn members’ thoughts and feelings into real data and insights, (think economic growth, and resiliency to competitors) to make every member visit exceptional, and where operational improvements will increase member loyalty.

What are the specific objectives of this program?
The program was designed to collect real-time feedback from members that would in turn allow owners and managers to make immediate improvements within their clubs. The survey drives both tactical improvements, i.e., acknowledging each response and addressing each issue as it comes in, as well as strategic, i.e., business process changes. This also allows you to celebrate the things & people your members like!

Specific objectives of the program include helping you:

  • Improve member retention.
  • Increase profits.
  • Reduce member acquisition cost.
  • Improve relationship capital.
  • Get leading indications of trouble ahead.
  • Discover areas of competitive advantage.
  • Reward and recognize staff for excellence.
  • Identify coaching opportunities where staff falls short.
  • Track the impact of changes you make.
  • Benchmark your performance against other clubs.
  • The ultimate, over-arching goal is to improve the member experience at your club(s).