Join Kelly Card, Chief Engagement Officer of ABC Financial with Mark de Gorter, Chief Operating Officer of Workout Anytime as they continue part two of our series on creating a better member experience. Listen in as Mark shares what is working for Workout Anytime and how their member mindset sets them up for success. Hint: you’ll be surprised to find out Mark’s perspective is not a one-size-fits all.
[:50] Kelly introduces her guest for this episode – Mark de Gorter
[2:33] Mark shares Workout Anytime’s focus, to be the most admired, and what that means
[4:02] Mark shares his background in the industry
[7:33] Why are people exercising these days?
[8:18] The basic fundamentals of enhancing member experience
[9:23] Mark talks about how company culture and member experience are intertwined
[13:11] Mark shares how they keep their focus on culture through MXM Medallia
[16:38] Retaining members is key to your success
[17:52] Retention starts with your staff
[19:29] Member experience from an operational standpoint
[21:17] Listen to your members and collect their feedback
[22:25] Mark discusses the growth at Workout Anytime
[24:45] Differentiating yourself on the human experience
[28:28] Kelly closes out