This month, teammate Mary Katherine and I visited a long-time Daxko partner and beloved customer, the Cleveland County Family Y in North Carolina. Other teammate Britney, bonafide member engagement enthusiast, created a Member Service Workshop program for us to deliver, and we were pumped! This trip was going to be simply fun—an opportunity to connect […]
Greg Lee, Chapel-Hill Carrboro YMCA, explains how to find the value in simple interactions with members.
Daxko resident Membership and Marketing expert Lori Swan talks about the importance of using the Net Promoter® Score to gauge the member experience.
You know what you need to get done, but do you know how to do it? Daxko T2 Consulting Membership Director Lori Swann explains how building teams can motivate you and drive your efforts.
One widespread challenge of the medical fitness center industry is converting patients to members through a systematic, engaging process. Most patients complete a rehab program, thank the physician or therapist, and then, if encouraged, join the wellness center as a full-time member. Easy enough, right? But a large number of those patients are falling between […]
You’re probably doing a pretty decent job talking to your current members. You have comment boards, social media outlets, face time in the facility and surveys. But there are a couple of other groups you need to talk to, too, that you may have overlooked. These are your Previous Members—the HAS-BEENS—and the prospects who toured […]
Picture this: John proposes to Joan and she happily accepts. When the wedding rolls around 10 months later, Joan leaves John at the altar. Why? Because he forgot to speak to her while they were engaged. Sounds unimaginable, right? But that’s sometimes what we do to our new members. Just like John did to Joan, […]
I had a call the other day with a customer who leads a large professional society. At one point during the call she said something that struck me. To paraphrase, she said that the day before our call she told her finance committee that they needed to invest in welcoming new members. Her theory was […]
Do your members love you? Do you know why? How effective is your data at telling you what’s on your members’ minds? A consistently executed service for measuring member loyalty can give you the data you need to: LEARN Find out what motivates your members, including the younger generations, and where to focus your resources […]
Since I’ve visited tons of associations, and even worked at a YMCA myself, over the years I’ve recognized that everyone is looking for one big idea that will drastically enhance the member experience. Here’s what’s taken me seven years to learn: everyone already knows what to do. The problem isn’t that we don’t know what […]