Medallia Corner
Medallia is a tool for Gold’s Gym owners who want to improve the member experience to a level that
creates loyalty. In every issue of The VoicE, we bring you interviews with franchisees who are consistent
leaders in Medallia, and interviews with customer service experts. To access past Webinars on Medallia
presented by Blair McHaney, Click Here and log into the GGFA website.
Kathy and John Morgan have three gyms in Illinois.
They are diligent students of always improving both
professionally and personally. The are very active GGFA
members and supporters and contribute their own
knowledge and expertise graciously.
GGFA: How long have you been on the platform?
MORGAN: We started Medallia in March
2012.
GGFA: What kind of benefits have you seen
since you began using Medalla?
MORGAN: We’ve experienced an increase in
happy, engaged members and team members
that are more involved and aware of their impact on member experiences. Medallia has created an environment where we can quickly, effectively receive feedback from our members
and use that data to make decisions that affect
member experience immediately.
GGFA: For an owner who is not on Medallia,
what is your recommendation?
MORGAN: Take the plunge! Use Medallia
Then, use the data you collect from members to
make strategic changes in your operations, policies, and processes. Your members will thank
you, just like ours did! Members who are communicated to feel like their ideas and experiences are important to us even if we don’t make the
changes they request.
GGFA: What is an example of a recent change
you made due to Medallia feedback?
MORGAN: Gold’s Gym Express Normal was
consistently in the top 20 NPS, but after analysis of our Medallia responses, we could see that
Group Fitness Classes were always receiving low
scores. After talking to members, we increased
the amount of Group Fitness Classes available,
changed the times of the classes and added
classes for specific demographics. Our members are enjoying the additional classes and we
have seen a significant change in our Group Fitness scores.
for 6 months; find a process that works for you
We used Medallia comments to win the 2013
and your team and stick with your process daily.
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