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.

Movin’ On Up: How I Managed the ‘Great Move’ from Customer Success to Implementation

By | Culture, Grow Your Career, Life at Daxko, Rewarding Careers, Talent | One Comment

About a month and a half ago, I was given the opportunity to take off my Customer Success hat and move over to the Implementation side of things, as a Project Manager/Solutions Analyst. The dual role would focus on getting our customers started and set for success on Daxko Operations, something with which I had only a little experience, helping launch the YMCA of Memphis & the Mid-South in December of 2015.

As clichéd as it is to say, the departure from the frontline of Customer Success was bittersweet. Feelings of sadness would creep in, even as I was excited about what the new role meant for me. I was anxious to move into something new, something bigger, only to be reminded of how good I had it by a teammate’s playful joking. It’s a good problem to have, not wanting to leave what you’ve got because of how good things are.

I am admittedly very bad with change. I knew that I wanted to move on, but leaving my Customer Success friends was difficult and saddening! What’s more, this was going to be something new and I might not be as comfortable in this new role as I was in my old one. How could I hope to climb to the same level of knowledge as I had in Customer Success?

These worry subsided as I realized a few things:

First, this ‘great move’ that I was worried about was all of twenty feet. Seriously, I can see my old desk and all of the frontline without even standing on my toes. Yes, I know what you’re thinking: I was being dramatic. Perhaps I was. But like most instances, it didn’t feel like ‘just drama’ at the time!

Next, I realized I already knew many people over here, including many teammates who had previously come from Customer Success, such as Kayla Ann, Kelsi, and Deeanna. I had worked with all of these guys for months when I had joined the Customer Success side. They not only made the switch, but were doing excellent work! What I might not know immediately, I could learn just as they had.

I still get to hang out with my former teammates even though all have transitioned to other teams.

I still get to hang out with my former teammates even though all have transitioned to other teams.

The last realization was that I could help lay the foundation for our customers in a way that would ensure their success going forward. While being on the frontline of Customer Success and answering questions for customers is a rewarding experience, having the ability to ensure things go smoothly for launching associations could be seen as a way of answering questions before they happen. I now have the ability to guide our customers through what might otherwise be a painful process, only for them to launch with everything working perfectly. My workflow has shifted from being reactive to proactive.

These three realizations made the transition less painful and substantially less scary. I wrapped up everything I was in the middle of for Customer Success, wrote some how-to guides around a few subjects and made the long, perilous five second walk to my new desk. I found balloons and new friends waiting for me. We went out to lunch at a sandwich place I really enjoy and the rest, as they say, is history.

This kind of cynical let down is the best: when you’re expecting nothing to go right and everything just fits right into place.


McKee S. is a Project Manager who loves playing video games and kickin’ around a hacky sack.

Daxko is looking for another Implementation Project Manager to join McKee and the rest of the team. Think you have what it takes? Apply here!

Daxko Kickoff 2017 and Achievers Club Winners

By | Culture, Employment Brand, Life at Daxko, Talent | No Comments

Every January, Daxko gets ready to start the new year by holding a company-wide Kickoff event. Kickoff 2017 was attended by our teams in Birmingham and Houston, spanned a Thursday evening and a full day (almost) on Friday and included a keynote from Dave Gray, team breakout sessions, and of course, lots of fun – and some unexpected surprises.

Kickoff 2017 was western-themed, so our Thursday night event included dinner, line dancing, old-timey photos, and plenty of games. You can see highlights in the video below. Who knew so many of our team members were such good dancers?

Our team breakouts were cut short on Friday because of inclement weather. In fact, most of our Houston team got snowed in after flights were canceled. Fortunately, they made the most out of a stressful situation. The team hung out with Dave and dined on pizza at the Aloft Hotel in Homewood. They were also caught on ABC 33/40 news line dancing in the snow!

We wrap up every Kickoff by announcing our Achievers Club winners. This prestigious award is one of Daxko’s top honors, and winners receive recognition, a trophy, and a trip. Due to the inclement weather, we were unable to announce the winners as planned. However, this past Friday, we held the ceremony here at the Daxko Birmingham HQ (with live video feed from both Birmingham and Houston). The winners will be going to the Boulders Resort & Spa in Arizona in April, and they won’t have to use any of their PTO time!

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Congratulations to all of our Achievers Club winners! This is a great group, and we’re proud to have such high-caliber team members working at Daxko.

Although Kickoff 2017 didn’t go quite as planned, we still count it as a success. We are excited about 2017 and ready to do great things in the Daxko Nation!


Ready to see where a career at Daxko could take you? Apply here for one of our current openings!

From Our Customers: Daxko Operations

By | Customer Experience, Industry, Online | No Comments

Recently, we had a chance to catch up with Daxko customers about their experiences and efficiencies gained with Daxko Operations:

“One of the benefits for me of working with Daxko Operations is Daxko’s experience with the Y and I can tell that they have taken the time to get to know us as an organization, to know our culture and to know our brand and they bring that into what they do.  I don’t feel like we have to conform to Daxko’s systems or operations but they have brought us a product that helps us serve our communities the way that we are serving them, without having to change how we work.” – Leeann Buttram, YMCA of Memphis & the Mid-South

“YMCA of San Francisco, we are approximately an 80-million-dollar organization spread over 3 counties, with 14 branches. Our branches vary from our Urban Services Branch which is a social services branch that is not a membership base and we have a resident camp, we have a conference center and then we have 10 member-based locations. Daxko Operations allows us to use the system the best way we need to for each location but still be able to operate as one enterprise. It allows us to communicate to our members whether they are in a grant after school program, learning enrichment program or the member that is checking into the presidio YMCA at 5am to go on the Spin Bike. It allows us to be able to connect with all of our members, however they want to be present for us.” – Rachel Pacheco, YMCA of San Francisco

“The simplicity. When we get new staff, a new front desk staff person, I feel like we can do a two-hour training with them and they’ve already got it. So, just the punch, click, the simplicity of the program itself is great.” – Kendra Augustine, Cleveland County Family YMCA

“The decision to go with Daxko and implementing Daxko Operations was easy. We knew we wanted to go with someone that was already doing everything and doing it well. It didn’t make sense to go with someone who said in a year we may do this. In two years we may do this. Daxko was already doing it. Daxko’s a forward thinking company and we appreciated that.” – Angela Wallace, YMCA of Memphis & the Mid-South

“We value the partnership and find lots of use cases to use all of the Daxko suite to help us fulfill our mission.” – Rachel Pacheco, YMCA of San Francisco