Club Operators Should Embrace Member Feedback, Show Empathy

Customer Experience Management can help club operators make changes based on member feedback and create a better customer experience.

Customer Experience Management (CEM) will become the biggest differentiator in the fitness industry in the next five years. It will be the secret ingredient of the clubs most loved by their members, employees and communities. It will change how we think about customer loyalty, and it will uncover new ways to provide value and create wealth.

CEM is the process of listening to, responding to, and processing member feedback in order to solve individual issues, resolve larger system

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