564 entries: customer experience

Customer-Lifetime-Value

What are the benefits of customer lifetime value for golf clubs?

By: 2019. 12. 16.

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…

Finnish Golf Club Managers Association Conference 2019 employee experience

How to design employee experience in golf clubs?

By: 2019. 10. 26.

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…

True Spec Golf logo

Troon provides a meaningful experience with True Spec Golf

By: 2019. 10. 17.

These days, I am reading Chip Heath's and Dan Heath's book The Power of Moments. The authors highlighted an interesting aspect that is really crucial in the current business environment. Namely, how to avoid sameness and flatness moments…

PING Arccos Golf cooperation

PING is growing beyond product to experience

By: 2019. 08. 06.

This could be another post about the latest innovation or offer of PING. However, the new partnership between PING and Arccos Golf shows something more. Similar to Cobra Puma Golf, PING will offer from now on Smart Grip…

La Manga Club five-star Hotel Principe Felipe

Why should La Manga Club curate guest experience?

By: 2019. 06. 15.

In the last five years, La Manga Club won several accolades. Recently, they won two new titles at the World Travel Awards: Its five-star Hotel Principe Felipe was named ‘Europe’s Leading Luxury Resort & Villas 2019’ for the…

Conference room before the start Austria

Austria: How to drive growth with employee experience?

By: 2019. 03. 25.

At the beginning of February, I received a very kind invitation from Robert Fiegl, the Secretary-General of the Austrian Golf Federation to give a keynote presentation at their coming Golf-Forum 2019 conference (Friday, 22nd March) in Velden am…

Golf club employee experience development finding the ideal candidates

How golf club employee experience impacts CX?

By: 2018. 12. 17.

In these days I am reading Micah Solomon's 'The Heart of Hospitality' book. Although it is about the hotel business (e.g. Marriott International, The Ritz-Carlton Hotels & Resorts, Four Seasons Hotels & Resorts), we as golf clubs and…

authentic golf travel experience is on demand

Provide authentic golf travel experience or you will lose!

By: 2018. 12. 04.

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…

Understand your golf club's customers' journeys!

Understand your golf club’s customers’ journeys!

By: 2018. 11. 23.

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…

Golf travel agency loyalty programs

Do golf travel agencies reward customer loyalty?

By: 2018. 09. 17.

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…

Le Golf National employee exprience innovation in practice

It’s all about the folks! – Employee experience innovation

By: Paul Armitage - General Manager, Le Golf National 2018. 07. 31.

Change over the past four years has been rapid and widespread at Le Golf National. Many aspects of the business have been revamped to get ready for the Ryder Cup and what that brings, but also, to boast…

Augmented Reality experience vs Foremost EMP Video Monitor

Foremost EMP Video Monitor vs. Augmented Reality experience

By: 2018. 05. 03.

While Foremost is celebrating that more than 200 members have already chosen to install the upgraded Elite Marketing Programme (EMP) video monitor solution, I would like to share with you how augmented reality experience is transforming the retail industry. When…

Shark Experience in the golf cart

The Shark Experience vs Pace of Play. Can you decide?

By: 2017. 12. 22.

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…

Honma Golf Gallery Store within the popular Roger Dunn Golf Shops’ Santa Ana, California

Can we get meaningful experience at the new Honma Golf Gallery Store?

By: 2017. 11. 21.

We can agree that there are not so many headlines around the Japan-based Honma Golf. Have you heard about that last year the Japanese prime minister gave a Honma Beres S-05 with 9.5 degrees of loft with a…

Gleneagles winning team at Scottish Golf Tourism Awards 2017

How Gleneagles wins out the customer-led market?

By: 2017. 11. 02.

The Scottish Golf Tourism Awards 2017 was a great moment for The Gleneagles Hotel. Unlike in 2016 (won only in one category: The Best Catering), this time they won in 3 categories with 33,000 votes from golf consumers across Scotland:…

Club Car customer service - Woburn Golf Club

Why is customer service no more a cost center?

By: 2017. 06. 13.

Probably you have already heard about that Woburn Golf Club renewed its contract with Club Car. The golf club has signed an extension to its current contract with the Official Supplier of The European Tour until 2020. The extended lease…

Are golf clubs prepared for the “connected customers”?

By: 2016. 04. 19.

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…

How can Your Golf Travel expand its customer base?

By: 2016. 04. 04.

Foremost Golf has just announced that Your Golf Travel, the world's largest golf travel operator (3,000 destinations in 22 countries, more than 200,000 golf travelers annually), as its new Approved Travel Partner. The agreement will see Foremost’s Elite Marketing…

How will wearable technology change our golf retail experience? – part 2

By: 2015. 01. 14.

In the previous post I started to explain why wearable technology solution could improve golf retail experience. I highlighted 3 major areas for improvement: product information and related services, in-store communication and navigation; payment solutions. In this post…

How will wearable technology change our golf retail experience?

By: 2015. 01. 13.

The usage of wearables is not totally new to the golf industry. Those who were lucky to be in the Ryder Cup were able to experience the advantages of Radio Frequency Identification (RFID). This is why I was thinking over how could pro-shops…