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.

Are your new members engaged? Or, are they leaving?

By | Customer Experience, Engage, Engagement, Industry, Marketing, Membership | 3 Comments

Mid-February is often regarded as the time when new members who haven’t been engaged and who are not using their membership start to bail. Is your organization beginning to lose new members? If so, don’t lose hope! We have ideas to engage your members and encourage some of them to stay for the long haul.
Here are eight great ways to work your way into the hearts of these new members:

    1. Focus on in-person conversations with new members. There are tools that help staff gain visibility into which new members are in your facility at any given time. These tools help staff understand which members to speak with so they can start identifying what interests them. Don’t have an engagement tool or customer relationship manager (CRM)? Your staff can still work on face-to-face conversations – paying particular attention to new gym-goers or those who may need a little extra love. [Click here to read how the YMCA of Florida’s First Coast is taking their face-to-face interactions to the net level.]
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    2. “We love our Wellness Staff” initiatives. Each week offer a themed gathering to allow members to meet and greet staff members from a particular area. For example, Tuesday night could be “We love our Swim Instructors” allowing members to meet and ask questions with the swim staff.
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    3. Create a group of new members or new members with specific needs and follow that group. This can be done either manually or through your engagement system to give staff extra incentive to follow up with this group. For example, you could build a group of new members that have been absent for the last two weeks to be sure to speak with this at-risk group when they are at your center.
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    4. Group Exercise Open House. Invite your members to join the wellness staff in the Group Exercise room with water and fruit to learn more about the types of classes offered. This can help de-mystify group exercise to someone who might feel overwhelmed.
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    5. Offer newbie-friendly introductory group exercise classes. Offer a series of introductory classes that are shorter and offer more time for setup to encourage new members to try them out. Spin is a class new members may find intimidating so offer a 30-minute spin class and have the instructor go through how to properly set up the spin bike at the beginning of each introductory class.
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    6. Family-night. Offer a family fun night with games or activities that encourage new members to get the whole family involved. Some ideas? Show a movie at the indoor pool? Offer a silly family-dance or Zumba class with glow sticks. Drawing the whole family into the membership makes it more likely new members will stick around.
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    7. Follow up. Have staff conversations with new members from the above events trigger a follow-up task. When staff are speaking with new members, have them try to determine a program or volunteer interest. Then, those conversations can trigger follow-up tasks from a full-time staff member in the area of interest.
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    8. Email Missing Members. Create a list of members that have been missing the last few weeks. Email those members with a little encouragement, an incentive, or a class suggestion.

Trends & Opportunities 2015: Expected Budget Growth

By | Downloads, Industry, Mission Delivery, Organizational Health, Trends Reports & Surveys | No Comments

A survey of more than 350 professionals at YMCAs, JCCs and community centers reveals that survey respondents are cautious in their financial forecasts for 2015. Daxko’s annual Trends & Opportunities report shows 45% of respondents predict an increase in their operating budgets over last year; down 10% over their predictions for 2014.

All together, 95% of respondents report their operating budget increased or stayed the same.

 

Budget-Change

Of those who predict a budget increase, the top contributing factors are increased membership sales and increased program revenues.

Budget-Growth-Reason

 

 

Top reasons cited for budget declines include decreased competition as the primary driver with closing branches ranking second.

Interested in more insights from our 2015 Trends & Opportunities survey?  Download the complete survey.

3 Tips to Use Corporate Partnerships to Find Committed Members

By | Engagement, Industry, Leadership, Mission Delivery | No Comments

Building partnerships is essential to most businesses. As a nonprofit, it is even more important to establish relationships with reputable employers. There are many reasons to establish corporate partnerships, but the foremost reason for YMCAs, JCCs, and community centers is to engage and retain new members. If YMCAs and others can not only sign more new members from partner employers, but also encourage them to be healthier as a group it not only fulfills their mission in the community but it also guarantees that those members will be likely to stay involved with the organization.

There is one more big reason that establishing YMCA, JCC and community center corporate partnerships with employers is increasingly important. The Affordable Care Act includes provisions that encourage employers to put more emphasis on wellness. Establishing these partnerships ahead of the trend  and providing a wellness option that employers find valuable will position your organization well as community health initiatives come to the forefront in America.

Here’s 3 tips to engage more employees within your corporate partnerships:

Remove Barriers – Not everyone is going to be comfortable joining a YMCA, JCC, or local community center right off that bat. Help employers to give employees other options to build up their confidence. This seems counterintuitive but allowing employees to start wherever they are comfortable, will help you gain members that have built up their confidence and are truly ready to commit to their YMCA, JCC, or community center.

Create Awareness – Create knowledge or awareness of what is happening within the company. Even better, find a way to socialize what is happening.

Use Data – If you can make it easy for people to track and view aggregate level data, then do it. Employers want to see that their efforts are producing results. Those results will keep your employers engaged in the partnership and give them ideas on how to improve their ability to create awareness within their company.

Austin Merritt is the General Manager of Daxko Well, corporate-wellness engagement software that helps employers foster “a culture of wellness.”  Learn more at livewell.io.