From Our Customers: Daxko Engage

By | Engage, Engagement, Industry | No Comments

We sat down with Daxko customers to walk through their thoughts on Daxko Engage. Here are their words:

“By adopting Daxko Engage, and making the investment in that product it ensures that we have consistent on-boarding for new members with the new member initiative that runs for us. We are able to modify the content to meet the needs and the things that we want to promote at that time and during that season of what we are doing. It also lets us not have to invest staff time in creating things on the backsidde but rather being face to face with our members which is huge for us to be able to take some of the administrative work off our staff to free us to be hands on in our communities.”

Leeann Buttram
VP of Member Services
YMCA of Memphis & the Mid-South

“We use it as part of our plans for new member engagement, for program engagement, and pretty soon we’ll be using it for our prospect engagement like for people that come in for tours and guests and things of that nature. We’ve laid out a path of where we want these people to go whether it’s with different kinds of communication or a fitness plan path. Daxko Engage is built into those plans.”

Nancy Byrum
Association Dir. of Member Engagement
Peninsula Metropolitan YMCA

“We can see through Engage who’s walking in our doors, we can greet them by their name, and we know what their likes and dislikes are, creating conversations. It’s a way to put people in small communities. We know that members do better when they have a sense of a small group so to be able to connect people to other people when you know their likes and dislikes is helpful.”

Angela Wallace
VP of Marketing & Communications
YMCA of Memphis & the Mid-South

“We’ve been very intentional about in-person conversations with our wellness staff and that we have found has been a shift in culture and not something we have been as focused on in the past but something that has made a real difference in our membership. We have begun to do trainings such as “Listen First” that help our staff ask the right questions and to be more intentional about assisting our members in an open way. Engage has been a tool to help us do that better and we’ve been very excited about some of the results that we’ve seen so far.”

Jarrod Covington
VP, District Executive Director
YMCA of Memphis & the Mid-South

“We are almost on the forefront of catching people before we almost lose them. That has always been the tail wagging the dog kind of thing where they come in to fill out their cancellation paperwork and we’re like man, we hate to see you go. Now we can when we catch them on low and critical we can take the steps to do what it is to try to keep them there.”

Angela Wallace
VP of Marketing & Communications
YMCA of Memphis & the Mid-South

“The ability for our wellness staff to know who is on the floor and who is in the wellness center through the tablet and through the Engage software creates a different connection than have to go up and not know who is in the center. Going over to to a member that may be a CRITICAL in the Engagement Index allows us to identify those members and to provide some assistance to them while they are there at the Y.”

Jarrod Covington
VP, District Executive Director
YMCA of Memphis & the Mid-South

Putting the ‘Engage’ in Engagement

By | Culture, Rewarding Careers, Technology | No Comments

What is engagement really? It’s hard to disagree with its importance, but it’s even harder to define. You know it when you feel it.

At Daxko, we take engagement seriously. For our team members, engagement is about enthusiasm, fulfillment, and feeling connected to our culture. Engagement is about building relationships through experiences.

You could say the same about our product, Daxko Engage. Daxko Engage is where Daxko’s commitment to providing mission-critical solutions intersects with our promise of creating Exceptional Experiences. We cannot talk about Daxko Engage without talking about doing engagement. Think about it this way: while engagement is a noun, Engage is a verb.

Daxko Engage is a relationship management platform – the industry term is CRM (customer relationship management), but there’s more to it than that. Engage is your association’s marketing hub and communication engine. It’s where you track relationship growth, and it’s where your data becomes meaningful and actionable. Using Daxko Engage makes being an engagement wizard easy.

How? Here’s a sampling of verbs Engage makes possible:

  • SEE who’s checking in. At a glance, you’re equipped with key information about your members. Now go connect with them.
  • LOG notes from meaningful conversations. Each interaction needs to build the relationship. Every 2 interactions your staff has with members results in one extra facility visit1.
  • SEGMENT your membership base for targeted marketing. Know who you’re communicating with, and know you’re staying relevant.
  • CREATE engagement initiatives that streamline your day-to-day. Work smarter, not harder.
  • PREDICT the future. The Daxko Engagement Index, our algorithm made up dozens of data points, gives you a glimpse into how likely a member is to stick around. From here, you can make initiatives to do something about it.
  • DESIGN best-in-class, mobile-optimized emails. These days, 72% of your members prefer to hear from you through email2, and 55% of emails are now opened on a mobile device3.
  • ASSIGN tasks to your team and make hospitality and member satisfaction everyone’s job.
  • TRACK how you’re measuring up against retention and engagement goals and celebrate your successes. As we like to say: what gets measured gets remembered; what gets measured gets improved. 
  • CHANGE your culture. What’s the story you want members to know? How are they part of it? How will you change their lives? 

At Daxko, we believe that our customers are committed to engaging their communities and that they have the ability to build a culture of engagement with the right tools. We promise to do our part by empowering & educating our customers through relationship-driven experiences. Nothing fires us up more than seeing engagement in action.

1http://www.ihrsa.org/blog/2017/1/24/15-surprising-facts-about-health-club-member-retention.html

2https://www.marketingsherpa.com/article/case-study/customer-communication-by-channel

3 http://www.emailmonday.com/mobile-email-usage-statistics


Charlie P., Engagement Solutions Team Lead at Daxko, wakes up early for a good long run, a good book, or just because.

What’s it like on the Daxko Customer Success Team?

By | Culture, Grow Your Career, Healthy Stuff, Life at Daxko, Rewarding Careers, Talent, Team Member Spotlight | No Comments

You hear the words “rewarding career” at Daxko a lot. In fact, providing team members with rewarding careers is part of our mission. In this video, I share an insider’s look at my personal career growth and the Customer Success Team.


Crystal S. is a Customer Success Team Lead who loves the hustle, her dog, and America.

Interested in working with Crystal? Check out our opening for Customer Success Advocate.

#NIRSA2017 Recap

By | Events & Happenings, Fitness, Industry, Trends Reports & Surveys | No Comments

NIRSA is the National Intramural Recreational Sports Association. The NIRSA annual conference was held in Washington DC this year. I had the opportunity to participate in the conference and wanted to share some of what I learned.

After several days of sessions and talking to customers, my top 3 takeaways are below:

  1. Our gray polo shirts fit in! I’ve never seen so many collegiate polo shirts and khaki pants all in one place
  2. If you attend NIRSA be ready to have old college memories come to mind
  3. If the conference is in Washington DC, be prepared for the taxi driver to ask you your party affiliation as an ice breaker

These takeaways are all true of course, but here are some overall themes that will help me in my role as Product Manager for SpectrumNG.

Campus Recreation Staff
Like many organizations, there is a staff structure that we need to understand so we can serve and market our products accordingly. There are three main levels of staff we work with at Campus Recreation Centers:

  • Students – Students can hold all sorts of positions at a campus recreation center including welcome desk, fitness staff, fitness attendants, and more. Rec centers, as a general rule, employ the majority of students on campus
  • Graduate Assistants – If a person is dedicated to a future in the recreation industry, they must have a master’s degree and they must complete a graduate assistantship that is equivalent to an apprenticeship. The grad assistantship is one step to a future career in recreation
  • Pro staff – These are the professional staff at the rec center that have a dedicated career. Typical roles includes Marketing, Camp, Fitness, Director, and others

Student Staff
Think back to the different levels of staff for a minute. Since a large majority of the staff at a rec center are students guess what is very normal! Staff turnover – by default every staff person will turn over in 2 – 4 years. We can help our Campus Recreation customers by providing training materials that can be used over and over again by the rec center as they train new staff. We also put a focus on ease of use for our student staff that may be new to this type of software.

Inclusion
Inclusion is a hot topic in the health and wellness industry as a whole and it’s even more important to campus recreation centers. At NIRSA there was a focus on welcoming LGBTQ and creating gender neutral spaces such as restrooms and locker rooms. For members with disabilities, recreation center are adding multiple options such as wider benches for weight lifting to allow for easier transfer from chair to bench, dedicated dog hooks/areas for service dogs, and more. Finally, campus recreation centers are moving away from the term “freshman” to the term “first-year” since not all students/staff relate to the term “man.”

Engagement
They are all about engaging staff, students, alumni, etc. One welcome desk process was to welcome the member at 10 ft. and 5 ft. If they are 10 ft. away from you just walking in the door you wave or nod to acknowledge them. Then when they are close enough to see their face you actually speak to them and engage them in a conversation.

Retention
Recreation centers are looking towards improving retention numbers more and more. If campus recreation centers can keep their student members as engaged as possible during their time in the rec center, they may convert to an alumni membership or alumni donor later in their life.

Increased Competition
Just like many other clubs the onslaught of boutique gyms has changed their business. Over the past several years campus rec centers have altered their programming to compete with these gyms or altered their membership plans to generate new revenue streams. While many campus rec centers may compete with local YMCAs they have also created partnerships with them. For example, allowing the Y to operate an after school site or day camp within the rec center.

I’ve enjoyed sharing my experience from NIRSA! NIRSA was filled with many great conversations with customers, future customers, partners and potential partners. Were you there? Feel free to comment below.