Health Club Policies Are the Difference in Determining Customer Experience

The glass ceiling of customer experience is policies and processes. The ceiling remains invisible until a company recognizes its policies are the root cause of most customer irritants.

In working with gym operators to improve their members' experience through customer experience management (CEM) programs, I have seen some of them make quick progress only to hit a glass ceiling of sorts. Over time, I have noticed a common thread for clubs that experience this.

The goals of most CEM programs should be defined clearly. They usually are expressed as a location-level and company-level net promoter score (NPS). CEM programs generally

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