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. …
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…
Through a partnership with LIV Golf, Stuburt - a British apparel brand since 1860 - has become the exclusive on-course apparel partner for all three teams (out of 13): Torque GC, Fireballs GC, and Stinger GC. The partnership…
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…
Today, more and more golf club managers realize that there is a connection between the pace of play and the golf experience (see customer experience). Managing tee-time intervals properly can contribute a lot to golf experience and improve net…
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…
Yesterday, I have already highlighted the importance of golf club employees' appreciation. Now I would like to explain to you why both recognition and appreciation are important. This idea came to my mind when I heard of Burhill…
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 –…
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…
Why customer experience is essential today? Customer experience development is essential for the understanding, on our core business, of membership and green fee customers' level of satisfaction, their expectations. Moreover, we believe that our industry needs to attract…
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…
Currently, as golf clubs find themselves losing members - some at a critical rate - a vast number of clubs are focusing on recruitment rather than retention, often leading to high churn rates. We know from our extensive…
In my latest article ("Reality of Measuring Customer Experience", page 26-27.) about customer experience in Golf Management Europe, I have highlighted that if golf clubs want to achieve customer-centricity then first they have to make an internal transformation. This includes empowering…
Early this year, I have already highlighted why golf tourism is getting more important for France. Recently, the Paris Region Tourist Board has published a report that found a 4.7% decrease in the number of tourist visits (vs.…
Through our numerous assignments and research initiatives at Global Golf Advisors over the last twelve months, we have encountered both unique challenges and consistent trends at golf facilities throughout the EMEA territory. Here, I have identified five that…
Not so long time ago, I wrote about that Bom Sucesso became a member of the Europen Tour Properties as an official European Tour Destination. This time I can tell you that the Donald Steel-designed Guardian Bom Sucesso golf course…