About this episode

The episode discusses the importance of measuring belonging in clubs rather than just satisfaction, featuring insights from Dr. April Seifert.

Satisfaction tells you whether someone enjoyed their last meal. It doesn't tell you whether they feel like they belong. April Seifert of Sprocket CX on what clubs aren't measuring, and why the most important question isn't how members feel about the food. Most clubs survey their members annually. They track NPS scores, read comment cards, and walk away feeling like they've done the work. But a high satisfaction score can quietly mask something more concerning: a member who rates everything a nine and still doesn't renew — not because the experience was bad, but because the belonging was never there. Join Derek Sussner and April Seifert, president and data scientist at Sprocket CX, as they explore the difference between measuring what members think and understanding why they stay. April brings a PhD in social cognitive psychology and years of work at the intersection of sports fan loyalty and human behavior — and the parallels to private club membership are sharper than you might expect. Whether you're a general manager wondering why strong operational scores aren't translating to member retention, a board trying to make sense of survey data that doesn't point anywhere useful, or…

More episodes of Clubs Made Meaningful

• Ep 117: Strategy, Not Tactics with Avi Olitzky of Olitzky Consulting Group · July 13, 2026 · 29 min
• Ep 116: Putting Your Story Together with Ed Heil of StoryTeller Club Marketing · June 29, 2026 · 41 min

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