Volatility in consumer behavior is at an all-time high. The COVID-19 pandemic fundamentally changed many needs and preferences. It is worth understanding that our indoor golf customers are laser-focused on value too. The demand for service, experience, and…
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…
The omnichannel shopping behavior became the new normal and I am expecting it will continue to evolve into an ambient experience. Experiences powered by augmented reality and virtual reality, along with shoppable videos, will become more prominent as…
Golf clubs must get in the footsteps of their guest and members to be able to deliver the desired golf club experience. The time when we developed services in our golf clubs based on intuition is over. In…
Last year I reported that La Hacienda Links Golf Resort was acquired by Millenium Hospitality. The Texas-based golf course architect Kurtis Bowman has redesigned the Links Course. A new contemporary clubhouse, driving range, and practice area have been completed. La Hacienda Links…
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…
Golf and golf participation have set so many all-time records over the last few years, it’s hard to keep track of them all. Rounds played, new golfers across all demographics, returning golfers, new women golfers, new junior golfers…
2,000+ clubs in 20 different countries trusting the Players 1st platform. In this interview, I asked Morten Bisgaard, the CEO & Co-founder of Players 1st among the others about how has customer experience measurement developed in the last 10…
A couple of months ago I shared with you that with Players 1st Member Survey, you give your members the opportunity to voice their opinion about their membership and the services provided by you and your team. The survey template…
Perhaps it is no exaggeration to say that Pleasington Golf Club (since 1891) is a real hidden treasure in North England. Pleasington Golf Club is featured in Golf Monthly’s Top 100 Hidden Gems for 2022. In the last…
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 was so glad that so many of you were interested in my 2021 golf club marketing trend predictions. Reading through these, I see that I was not very wrong. On the contrary! How did you see the…
During the 2021 GCMA National Conference in November, I had a very interesting conversation with Christopher Fitt (Director of Golf & Leisure, Foxhills Club & Resort). That is why I invited him for an interview to share his…
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…
We do not just use technology today – we have a relationship with it. When it comes to tech at work in a golf club — the software, systems, and apps employees use in their day-to-day jobs—that relationship…
Last year I saw so many employee experience development initiatives at Acushnet UK. I really like them. For this reason, I thought to interview Matthew Johnson, the general manager of Acushnet UK. How do you define what is…
The growth of online golf retailing is forcing pro-shops and brick-and-mortar golf retailers to reassess the true value and role of their stores. I believe experience remains essential to the future of the store – but it needs…
The game of golf arrived at that level/stage - like runners - where golfers want to learn more about their games on the course (e.g. by Arccos Golf), but on the driving range as well. Wearables, smart clothing,…
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…
I am excited to share with you that I have been invited by Antti Hiltunen on behalf of the Finnish Golf Managers Association + Finnish Golf Club Owners Association to give a keynote presentation on employee experience development…