Customer experience presentation, fitness industry segmented comunity

Insights from a customerexperience work

1. MX Members Experience New Age Fitness 2019

2. 2001 Members Surveyed and interviewed - Customer Service GX PT Sales Facilities and Brand Nutrition Sister Companies and Community engagement Activities

3. Customer Service Maintenance & Cleaning What Our Customers want

4. Strategy

5. Training Strategy By Groups By programs By Qualifications 9/23/2018 HO Staff, HODs –Collaborators in Departments With What: MXF Focused group- Digital Manual

6. During and after Brand/ Management Transition From Customer service FAQ

7. Creating & Developing (new Journey technologies) NAF MX Manual/ System (ops) for Collaborators across the clubs The MX Files: persona data base, Consumer Behavior CX Journey Omnichannel Improving off/on interactions with our products Sister companies Holistic CX approach Apps: L & D app for Employees/ In Club Training Wellness APP: Real Time /effective responses and solution .trends, Facts etc 9/23/2018

8. Deliverables Etiology and Analysis of cases and surveys. Strategy: E-Motions Energy + Emotions= Motivation Motivation trough communication, participation , education, opportunity for the actual employees, It cant be a Job , Must be a mission Education: what can we give, what can they do, what they want to achieve? -Training Manuals: For HODS and Collaborators= wellness school Strict Profiles but measuring motivation. Focus on identifying and putting healthy people together Synergy: GGI & AAHG connecting Self concept/Image Manual Reinduction Kindness Ambassadors, Representing the Company Voice, Tone, Body Language. Assertiveness : Dealing with Clients, people and colleagues Information delivery 9/23/2018

9. Provide a MX Consultation Manual with moments of service for employees Answer/Solution to feedbacks-Digital Feedback form in Club, Tablet available by FOH exclusively for members use with Data going directly to CX department MX follow up monthly based on MX Index Train all staff on new paradigm : Learning & cognitive restructuring