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…
Two possible explanations came to my mind when I heard of Streamsong Resort's sale by The Mosaic Company to Lone Windmill LLC, a subsidiary of Kemper Sports Management LLC. Option #1: The Mosaic Company wants to focus on…
Personalization of products and services is one of the biggest marketing challenges for marketers as it became a must-have. For this reason, in this reason, you can hear firsthand from Drew Parsons (Territory Sales Manager Scotland & Cumbria,…
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…
I meant this light, good news for you this Friday. I have just received the schedule of the 2022 Trilby Tour. Since the acquisition of the Trilby Tour by Darwin Escapes in 2021 we can see some major…
During my time at UPC (a cable company), I was thinking about what we can do more with email marketing beyond sending company news, updates, and new offers. I thought we can do much more for our precious…
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…
In the last five years, I saw at least 5 great initiatives at Burhill Group that can explain their latest success at the 22nd annual Sunday Times BDO Profit Track 100 awards. I appreciate especially these initiatives: Investing in…
As the health situation improves after a coronavirus epidemic we are replanning and reorganizing our golf clubs' and resorts' for the rest of the year. This situation gives you an excellent opportunity to focus even more on these…
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…
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…
No matter how we look at it, golf club operation/business is a service. As such our interest is to measure the performance and satisfaction to attract new golfers and golf club members, but also to retain existing ones. …
Although online tee time reservations increased 25% from 2012 to 2013, telephone reservation system is still the most dominant/popular form of booking tee times. Why do we complicate our life with such "old school" solution? We don't book our…