This week, on the Fitness + Technology podcast, host Bryan O’Rourke welcomes esteemed colleague Blair McHaney to the show. Blair is currently the President and CEO of MXMetrics, the customer experience system developed by Medallia exclusively for fitness centers. As an educator, practitioner, and student of customer experience management, listeners will hear Blair’s practical thinking on the current state of the industry as it continues to grapple with the effects of COVID-19. We hope these conversations continue to be of value and interest to you as the situation continues. If there is anything we can do for you, again please reach out @bryankorourke or at email@example.com.
If you interested in learning more about MXM and their free access to the Membership Shutdown Survey, visit https://mxmetrics.com/fitness-industry-shutdown-survey/ to sign up.
If you would like to learn more about MXM’s Idea Generation System, Crowdicity, register at https://mxmetrics.com/crowdicity/.
One Powerful Quote:
34:30: “In a crisis, the starkness becomes more clear between the really good companies and the mediocre. It’s going to become crystal clear coming out of this.”
Bullet Points (w/ timestamps) - Highlighting key topics discussed:
3:57: Bryan asks Blair what he has learned from this ordeal, including the decision to reduce subscription fees and the value in gaining more insight into club operations from membership shutdown.
7:20: Blair explains MXM’s Membership Survey as a structured tool designed to capture feedback in understanding member’s attitudes, fears, and what they care about most.
18:53: Blair highlights MXM’s Idea Management Platform, Crowdicity, and its application for communication and support for employees.
23:10: Bryan and Blair discuss what will happen to the future state of the industry and how operators will have to change their business model.
35:28: Blair offers his final thoughts and advises listeners to optimize the necessary tools needed to survive while preparing a plan to excel out of their situation.
Bullet List of Resources:
Guest Contact Information: