Blair McHaney, the president and CEO of MXM, sat down with Club Solutions Magazine Podcast host Rachel Chonko to discuss everything regarding member experience from creating memorable moments to intentional service.
Key strategies include empowering staff to foster positive memories, such as sending handwritten cards, making personal introductions and anticipating member needs. McHaney also stresses the importance of operationalizing these practices — focusing on root cause solutions rather than just symptoms — and measuring member experience systematically. He believes clubs should view themselves as hospitality businesses where every interaction matters and creating a sense of belonging is crucial to member retention.
Listen to the full discussion here.
