It was a great pleasure and honour to give a presentation on customer journey mapping in golf clubs at the latest CMAE European Conference on Club Management 2018 in Marbella. I thought to share with you what do…
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…
I have been talking for a while about the importance of creating added value services not just for golfers, but also for golf clubs. This is why I think, Ingersoll Rand's latest acquisition is a smart way to…
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…
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…
Last week ended the 5th Annual Club Leadership Summit (4th-6th December 2016) at Lord’s, the Home of Cricket. More than 50 of the world's top CEOs and general managers were among the participants from places like Valderamma, The Wisley, Queenwood, Royal Dornoch…
The world renowned motivational speaker in the club industry, Gregg Patterson, along with the NGCOA and EGCOA Chief Executive Officer’s Jay Karen and Lodewijk Klootwijk have been confirmed as speakers for the annual GolfBIC event in 2017. GolfBIC is…
Probably it is not an exaggeration to say that today's customers are more empowered and connected. These people are multi-taskers and mobile. Before you would say that this is only true for certain age-group and generation, then I have…
Macdonald Hotels & Resorts seems to understand the importance of customer retention. They want to reward golf players across the UK with the launch of the group’s first ever pay and play reward programme, Loyal-Tee. Loyal-Tee loyalty card will…
Last year I complained about that golf clubs do not measure customer satisfaction, performance and NPS (Net Promoter Score) to be able to attract new golfers and golf club members, but also to retain existing ones. Now I…
59Club has just launched its new product 'Stay & Play' an in-depth, statistical customer experience analysis. 59Club recommends to see the customer experience from a broader experience the total customer journey. The first golf club to utilize this customer…
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. …
In 2013 Publituris Portugal Travel Awards (Portugal's national tourism "Oscar" award) awarded Onyria Palmares Beach & Golf Resort in categories ‘Best Five-Star Hotel’ and ‘Best Golf Course’. This year the 27-hole complex was only awarded for the country's best golf course. At the…