www.cfm.net

CFM

GROW

IMPROVING &

BY UNDERSTANDING

MEASURING

Your Business

Your Members Experience

Presented by MICHAEL JORDAN

THE 4 LEARNING OBJECTIVES

3

2

1 Understanding the 4 elements of the

Member Experience

Measuring the experience

(Net Promoter Score)

Establishing standards, guidelines,

procedures for the member experience

4 How to take action and improve the

experience

THE 4 LEARNING OBJECTIVES

3

2

1 Understanding the 4 elements of the

Member Experience

Measuring the experience

(Net Promoter Score)

Establishing standards, guidelines,

procedures for the member experience

4 How to take action and improve the

experience

THE 4 LEARNING OBJECTIVES

3

2

1 Understanding the 4 elements of the

Member Experience

Measuring the experience

(Net Promoter Score)

Establishing standards, guidelines,

procedures for the member experience

4 How to take action and improve the

experience

THE 4 LEARNING OBJECTIVES

3

2

1 Understanding the 4 elements of the

Member Experience

Measuring the experience

(Net Promoter Score)

Establishing standards, guidelines,

procedures for the member experience

4 How to take action and improve the

experience

EXPERIENCE TANGIBLE

EXPERIENCE TANGIBLE

EXPERIENCE TANGIBLE

EXPERIENCE TANGIBLE

TANGIBLE

INTANGIBLE EXPERIENCE

INTANGIBLE EXPERIENCE

INTANGIBLE EXPERIENCE

INTANGIBLE EXPERIENCE

INTANGIBLE EXPERIENCE

INFORMATIVE EXPERIENCE

AFFILIATION EXPERIENCE

CHECKLIST

PROCESS

CONSISTENT

CUSTOMER

LOYALTY

…metric to know about the future of

your business

SCORE NET PROMOTER

NPS

EQUATION THE NPS

9, 0, 1, 2, 3, 4, 5, 6

…

7, 8… 10

% of promoter - % of detractors

WHY?

CLOSE

LOOP

• SCOREBOARD

Method Incentive Contact

Feedback Report Action

THE PROCESS

QUESTIONS 1.NPS Question

2.Feedback Questions

If they scored 9,10 What would they

tell their friends

If they scored 7,8 What would the club

need to improve to score a 9,10

If they score 0-6 Why they gave the

score they did

3.Would you like to be contacted?

4.Thank you and how to collect incentive

MANAGEMENT

ACTION

• Management

• Staff

• Members

STAFF

MEMBERS

MATES RATES

“Your most unhappy

are your greatest source

Actions For You To Take

“In business

by giving your customers

TO EMAIL ME.

THANKYOU

FEEL FREE

michael.jordan@cfm.net