The document outlines strategies for improving member experience through understanding its four key elements, establishing standards, measuring satisfaction via the Net Promoter Score (NPS), and taking actionable steps. It emphasizes the importance of collecting feedback to enhance customer loyalty and retention. The insights presented aim to help businesses grow by effectively managing and improving their members' experiences.

1. CFM
www.cfm.net

2. GROW

3. Your Business
BY UNDERSTANDING
MEASURING &
IMPROVING
Your Members Experience
Presented by MICHAEL JORDAN

4. THE 4 LEARNING OBJECTIVES
 1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

5. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
 2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

6. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
 3 Measuring the experience
(Net Promoter Score)
4 How to take action and improve the
experience

7. THE 4 LEARNING OBJECTIVES
1 Understanding the 4 elements of the
Member Experience
2 Establishing standards, guidelines,
procedures for the member experience
3 Measuring the experience
(Net Promoter Score)
 4 How to take action and improve the
experience

8. TANGIBLE
EXPERIENCE

9. TANGIBLE
EXPERIENCE

10. TANGIBLE
EXPERIENCE

11. TANGIBLE
EXPERIENCE

12. TANGIBLE

13. INTANGIBLE
EXPERIENCE

14. INTANGIBLE
EXPERIENCE

15. INTANGIBLE
EXPERIENCE

16. INTANGIBLE
EXPERIENCE

17. INTANGIBLE
EXPERIENCE

18. INFORMATIVE
EXPERIENCE

19. AFFILIATION
EXPERIENCE

22. CHECKLIST

23. PROCESS

24. CONSISTENT

26. CUSTOMER
LOYALTY

31. …metric to know about the future of
your business

32. NPS
NET
PROMOTER SCORE

33. THE NPS
EQUATION
0, 1, 2, 3, 4, 5, 6 7, 8… 9, 10
…
% of promoter - % of detractors

34. WHY?

36. CLOSE
LOOP

37. • SCOREBOARD

39. THE PROCESS
Method Incentive Contact
Action Report Feedback

40. 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

42. MANAGEMENT

43. ACTION
• Management
• Staff
• Members
STAFF

44. MEMBERS

49. MATES
RATES

50. “Your most unhappy
are your greatest source

52. Actions For You To Take

53. “In business
by giving your customers

54. THANKYOU
FEEL FREE TO EMAIL ME.
michael.jordan@cfm.net