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

Marketing Your Health or Fitness Center Mobile App To Members

By | Engagement, Industry, Mobile | No Comments

Everyone understands the value of mobile. It’s rapid growth continues to surprise marketers and consumers alike. 79% of marketers believe mobile marketing is core to their business (Salesforce’s 2016 State of Marketing Report). Mobile offers are redeemed 10x more frequently than print offers (eMarketer) and 16% of donors give from an email on a mobile device, a number that is rapidly rising each year.

So, offering a mobile app is a popular option, but, offering a mobile app at your YMCA, JCC, recreation center, or health club is more than just being “with it.” It can be a valuable way to deepen member connections and to save your staff time and effort. In order to realize all the benefits of a mobile application, you have to preach adoption to your staff and to your end users – your members.

So, how do you get members to download your app (and use it!) on their mobile phones, already crowded with apps and tools? We recently spoke with Amy Johnson, Digital Media Coordinator at Greater Green Bay YMCA, and Mary Jo Eiberger, CEO and Executive Director of Cameron Regional YMCA. When we looked at metrics from across our customers, these two Ys stood out with a high percentage of members downloading and using mobile apps multiple times over a 30-day period.
Here are three of their tips to be successful marketing your mobile app to members:

  1. Take time to plan ahead before you launch. Johnson explained that at Greater Green Bay YMCA they made sure to find out what  your members need and are looking for on the mobile app and be sure to choose administrative support for your app prior to launch and roll-out to members. At Green Bay they chose Mobile App Champions at each center to promote the app and keep everyone informed.
  2. Get staff excited about the app. It’s important to get your staff excited and comfortable with the app so that they can be the best promoters of the app to members. Both Johnson and Eiberger encourage members to sign up for the application on the spot. They even offer to download the application and walk through it with a member that isn’t so tech-savvy. Excited staff will want to show members all the app has to offer.
  3. Use your application for nonmembers too. At the Cameron Regional YMCA they encourage nonmember program participants and even movie-goers (yes, they have a movie theatre!) to download the app and they offer announcements, schedules and the information that is valuable for those users too. Eiberger explained that if nonmembers see all the valuable programs listed in the app that are available to members they may decide to join.

Check out the full webcast for more tips on successfully marketing your mobile application to members:

Following Up on Feedback

By | Customer Experience, Engagement, Industry | No Comments

This is the second in a series of posts about how we utilize customer feedback. Catch the first post, Our Customer Survey Philosophy, here.

It’s the new year! As I am sure you are at this time of year, we are goal setting. We want to be the Most Loved software partner in the health & fitness space and that isn’t just a 2017 goal it is our vision for the future…and we believe your feedback is a big part of what will help us achieve that goal.

Ever wonder what happens after you complete our survey?

As a follow up to my last blog post, I want to give you an update on our actions since our most recent request for your feedback on how we can get better at providing you and your organization. Our mission is to become the Most Loved and in order to do that, we must earn your trust and deliver exceptional experiences with every interaction you have with our team and our products.

We want to thank the 550+ people who took the time to share opinions and experiences with us. We learned a lot from the survey comments and we were able to find themes throughout the comments that helped us uncover actionable items.

Our team reached out to over 180 respondents to get more information on your comments in order to take appropriate actions. Here’s just a few of the outcomes you can expect from the feedback we received:

  1. Improved communication on our product road map including delivery timeframes
  2. Enhancements to our training offerings for all platforms
  3. Friday Free Consulting time for our CSI/SpectrumNG customers (and the same offer stands for our Daxko Operations customers as always!)
  4. Webinars showcasing product release enhancements and best practices
  5. Consistency in system performance and fast resolution to long term cases

This isn’t the end of the story. We will continue reaching out to more of you each quarter following our survey to ensure everyone has a chance to be heard. Of course, your input is welcome at any time outside of our quarterly surveys as well. My email is mharrison@daxko.com.

‘Tis the Season to Get Fit, Part 2

By | Engage, Engagement, Industry, Membership | No Comments

This is the second in a two-part series on engaging new members from Daxko Engage Implementation Specialist Emily Vonbartheld. Read the first post here.

group-rulesTo help engage new members and help them reach goals you can track their interests or goals. If you have Daxko Engage or another CRM, you can create a group based on new member interests and make contact with those members through an initiative. This can be especially useful when you’re targeting January Joins because in Daxko Engage you can create “Group rules” around join dates.

If you are using a CRM or third-party email client, you can pull a custom membership report from Daxko Operations, sort by interests, and email the members from your current email provider.

When signing a member umember-goalsp, remember to ask the member their goals and mark them in a visible area. This will help staff when they go to regularly follow up on their goal. In Daxko Engage there is a place on the member profile exclusively for their goals.

For example, staff can follow up with Gabriel and refer him to classes and resources based on his goal. Keeping up with these goals shows members that their membership is not transactional. Members want to feel like they are part of a community that truly cares about them and tracking goals is one way to achieve that.

Keep new members from pouring out the back gate by increasing their level of engagement and involvement within your fitness center, club, Y, or J. Help members feel that they are a part of something greater by welcoming them into a community dedicated to helping everyone succeed. It’s easy to view “January Joins” as a monolithic group because it feels like the same routine every year. Intentionally tracking a members’ interests and goals and creating systematic communications to engage them, gives you the opportunity to create meaningful change.

Make sure to establish guidelines within your association, hang reminders around welcome desks, and follow up with staff! Increasing retention means increasing impact in members lives and that’s what it’s all about.