The current pandemic triggered consumers – among them golfers – to make a great life refresh by changing and rebooting their lifestyles. Travel restrictions, covid testing requirements, and complicated bureaucracy in 2020 and 2021 have facilitated the rise…
According to my sources what really impressed the Italian golf technicians and greenkeepers is John Deere's TechControl system, which allows supervisors and technicians to electronically preset and control several features through a simple and intuitive interface. These features…
I believe personalization is a must-have and not just a nice gesture or a luxury. We should master how personalization efforts can be used to enhance relationships with consumers, produce customer loyalty and positively impact the bottom line.…
My new interviewee, Andy McMahon is the new director of golf operations & padel club in Adare Manor. On this occasion, I thought about asking How Adare Manor is improving the customer experience & the employee experience, where…
One of the major B2B marketing trends in 2021 is retention marketing. Today, many companies know that returning customers are more likely to purchase from a company (e.g. John Deere) over time. Fred Reichheld believes Marketers' operating costs…
Callaway Golf now wants to prove that it is indeed possible to create such a wedge that can help us to have control on all types of wedge shots, from chips, pitches, flops, bunker shots, and full shots…
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…
Keith Pickard is joining The QHotels Group (owner & operator of 21 venues across the UK) from Macdonald Hotels & Resorts. In his previous position, he was the group director of golf, leisure & spa (between 2015-2020) of…
Let’s face it, the golf industry is lagging far behind in mobile commerce. The mobile app of most golf clubs provides only very basic services (e.g. tee time booking, weather). Meanwhile, App Annie State of Mobile 2021 study…
Troon International has selected 59club to afford its venues full access to their market-leading "performance management" products & services. Troon International is not entirely a new client for 59club. In the second half of this article, I will…
Now that I have received my second vaccination on Friday, I feel like I have to travel abroad to play golf. Two years ago I wrote that we should visit less known Portuguese golf resorts because often they…
Last week I really enjoy discovering The Manor House's latest acquisition the Baker’s Cottage (in Castle Combe village). Since then, I have learned a new term: self-contained house. Both Baker's Cottage and Mas Garriga are self-contained houses. Hotel Peralada Wine Spa &…
Paul Armitage left the club not so long time ago as the general manager of the Golf National. His successor is Philippe Pilato. He has been at Golf National for 25 years, almost since the day it opened.…
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…
Now I see on my calendar that it has been 2 years since I gave a keynote presentation (customer experience as a differentiating factor) in Estoril at the 4th National Conference on Residential Tourism & Golf. Before I…
One would think that 2020 was a terrible year for almost all golf clubs. As I look at US statistics, then I see a boom in play that started in the summer continued through the end of the…
Thanks to Troon and Honours Golf, I can discover now a private golf club in Gadsden, Alabama: Gadsden Country Club. Honours Golf, the Birmingham, Alabama-based division of Troon has been selected to manage Gadsden Country Club. Honours Golf will…
It is really surprising to find golf clubs in 2021 that are using the classic and outdated tee time booking method: telephone + paper + pen/pencil. In many cases I get answers to my question - why do…
We have long witnessed a battle in the hotel industry between hotels and OTAs. Some experts believe the Covid-19 crisis will lead to the victory of direct booking or at least a bigger share. I don't say we…
The COVID-19 pandemic affected almost every aspect of life and business in 2020. It will not be very different in 2021. Before I would detail the customer experience trends in 2021, let's see who are the winners of…