The Troon Privé managed Rio Verde Country Club and Community are in a very good mood. Troon Privé, the private club operating division of Troon, was hired to manage the club in mid-2016. Earlier this year, members approved a…
More than three years ago I thought to share with you my thoughts about NPS (Net Promoter Score) as a tool to measure customer experience in golf clubs and golf resorts. In that article (later The Golf Business…
The importance of customer experience has risen significantly for golf clubs and resorts, leading to service design being recognized as a fundamental approach to innovation and management. Service design has gained significant visibility in contemporary discourse. Its potential…
BGL (Burhill Group Limited) has announced that its golf division, BGL Golf, is celebrating a record-breaking year of performance in 2023, with a 10% revenue increase, a significant investment and refurbishment program, an ‘excellent’ group NPS rating, and…
Guy Riggott's promotion to Chief Operating Officer of BGL's Golf Division is a testament to his hard work and dedication. Ever since Riggott joined BGL in September 2014 as Operations Director, he has been a driving force behind…
As I pondered over questions like these, I came across the news of Abbey Hill Golf Centre's significant renovation project. Abbey Hill Golf Centre, a BGL (Burhill Group Limited) venue in Milton Keynes, Buckinghamshire, has already invested more…
Inflation is a big challenge for many countries in the last couple of years. Not entirely unfounded, many people also fear a recession, which could reach us even this year. At the same time, I think it is…
Give golfers a great golf club membership experience and they will never leave you and spend more money in your golf club. Great! This is what every golf club is striving for. So why are so many golf…
Perhaps it is no exaggeration to say that the last two years have been outstanding for the golf industry. Wherever we look we can see significant growth in golf participation and golf equipment sales. NGF’s participation research shows…
When you know the total amount of revenue your golf club member or guest will generate, you will be able to make better decisions on how to acquire and retain customers. It is good to highlight we should…
Very smart and good recognition of Robert Jones Black (Great-Grandson of Bobby Jones; the Founder of the Generation Next Project) that for Generation Z (Born 1997-2003) is difficult to escape from the threat of physical or emotional abuse, as…
I can understand every golf club & resort around the world who are doing their best to mitigate and/or recover from the coronavirus caused damages and losses. See what happened to the tourism industry in the Middle East…
Troon is partnering now with the National Links Trust to manage the operations for East Potomac Park, Langston and Rock Creek Park golf courses in Washington, DC. This is the first project of the National Links Trust. The…
Among the most advanced golf clubs who invest heavily in customer experience measurement, I often hear about the usage of NPS (net promoter score). Unfortunately, there are fewer words about the importance of customer lifetime value. This fact…
It was obvious to me that Burhill Golf and Leisure is doing an impressive job in the field of customer experience development. Last year at the CEA (Customer Engagement Academy) Customer Experience Awards 3 Burhill Golf & Leisure venues…
My Portuguese friend, Carlos Ferreira (owner of Tee Times Golf Agency) wrote me a few weeks ago about an almost 30% growth in the number of played rounds among his clients between the periods of November 2017 –…
I hear in many online & offline conversations among golf club managers about CX (customer experience) metrics and measurement. On one hand, it is very good if a golf club is measuring customer experience, but we should not…
The 2018 BoardRoom Awards was the 5th year in Troon's life when they win this prestigious awards. Troon was named “Management Company of the Year” for 2018 by BoardRoom Magazine in the publication’s 20th annual “Excellence in Achievement” awards. What makes this achievement really impressive…
Do you remember the Tubbs Fire of October 2017? It was, at the time, the most destructive wildfire in California history, burning parts of Napa, Sonoma, but The Fountaingrove Club as well. The fire destroyed 5,643 structures in…
In less than a year, I had the chance to talk about customer experience measurement both with Colin Mayes (CEO, Burhill Group) and Guy Riggott (Operations Director, Burhill Group) about customer experience measurement. It was great to hear…