The impressions and memories are still fresh to give you a proper review on the 5-star superior resort Der Öschberghof. Claus Feldt (Management consultant: golf & sport, Der Öschberghof) invited me to their FAM trip. This is how…
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…
There are more and more pieces of evidence that AI (artificial intelligence) is penetrating into the golf industry. In 2017, Pebble Beach Resort launched its AI-based virtual concierge service. Another great example is Callaway Golf's Epic Flash Driver…
59 is the ultimate score in golf, the holy grail if you like, something that most of us can only ever dream of achieving – that’s what 59club is about, it’s striving to achieve the ultimate. My aim…
Almost a year ago I composed the list of TOP10 online tee time booking solutions for Portugal and Spain. The article received many comments and feedbacks. Among the comments, I found a very legitimate one, namely where are…
Last week I had an interesting conversation about the possible effects of Brexit on UK golf clubs. I thought to share with you some of our worries/concerns before letting you know the high hopes of Royal Portrush Golf…
The very first step of improving customer experience in our golf clubs is the measurement of CX. This is why I am happy to see so much nominees at the latest 59club Service Excellence Awards. Today, customer experience…
The 2018 BoardRoom Awards was the 5th year in Troon's life when they win this prestigious awards. Troon was named “Management Company of the Year” for 2018 by BoardRoom Magazine in the publication’s 20th annual “Excellence in Achievement” awards. What makes this achievement really impressive…
In 2016, the study of VisitScotland and Scottish Enterprise found that the Scottish golf tourism industry worths £286 million. The Scots are very optimistic now. A review of Scotland’s National Golf Tourism Strategy has extended the industry’s target…
There is no week when I do not hear about the importance of product and service personalization. Do you remember Mac Daddy 4 Callaway Custom Wedges from February 2018? Callaway is offering tour-level customization & personalization for Mac Daddy…
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…
Last month, I had an interesting conversation with Carlos Ferreira, the owner of Tee Times Golf Agency (a leading Portuguese golf travel agency) about the possible new roles of golf travel agencies in the promotion of existing and/or…
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…
The importance of continuously evaluating the customer journey at your venue cannot be overstated. Daily your Clubs members and visitors arrive at your facility with an expectation. That expectation will be different for all venues, but as Club…
The golf travel agencies are in a really challenging situation when golf tourists can switch easily from one distribution channel to another. In short, people have many booking options at their fingertips. Customer loyalty is not a simple…
As you know I am not a big fan of golf magazines' TOP100 and of similar lists. Years passing by and my skepticism regarding their credibility is just growing. I would like to circle back for a moment…
I have got an impression that there is a quite big silence around Cobra Puma Golf. Last news I heard from them is that they have extended their sponsorship contract with Rickie Fowler. Most recently in the UK,…
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…
I am that golfer who goes to play golf with his friends to relax and talk with them during his stay in the golf club. What I experienced so far that we golfers need silence, tranquility, and silence…