Last year, was not an easy year for club managers to deliver the same level of customer experience as in a normal situation. People usually remember peak moments and pits during their stay in a golf resort or…
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It is really surprising to find golf clubs in 2021 that are using the classic and outdated tee time booking method: telephone + paper + pen/pencil.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…
Those golf clubs will be able to realize their customer experience strategy who invest in their employees and put them first. They will be able easier to retain their best talents too. By investing in employee experience (EX)…
How quickly we will get used to online events instead of meeting face-to-face in offline environment? When we will master schmoozing and building relationships as we do during offline events over a drink or coffee? These thoughts are…
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…
I look at this year’s global tourism statistics dumbfounded. Due to the COVID-19 pandemic international tourist arrivals (overnight visitors) declined 70% in January-August 2020 over the same period of last year: -79% - Asia & The Pacific,- 69% - Middle…
A year ago, I asked Francisco de Lancastre David as the new cluster general manager of Troon Abu Dhabi (=Yas Links Abu Dhabi, Abu Dhabi Golf Club, and Saadiyat Beach Golf Club) about his future plans in the new position.…
The COVID-19 pandemic forces service providers among them PGA Pros but brands among them Titleist to find alternative ways to connect with customers, golfers, etc. Early this year I recommended to PGA of Canada to discuss in their…
During the CV19 pandemic, we sat down (virtually) with some of the Spanish golf industry representatives and asked them a few questions about the state of the Spanish golf market, how they dealt with the situation, and the…
Just like many other sports events, the European Tour is very interested in resuming the 2020 season and continue as business as usual. The global value of the sports industry was estimated to be $471bn in 2018. The…
I recently read an interesting study on how coronavirus affects our mental health. This US study is quite shocking: The 2020 participants were 8x as likely to screen positive for serious mental illness – 28%, compared to 3.4%…
‘Accelerate innovation,’ this is an interesting expression that I’ve recently read. We find ourselves in the midst of difficulty from time to time, yet rarely do we have the chance to pause and reflect on ‘business as usual’ thinking; hence,…
It is no secret that private clubs, like many businesses, are experiencing some significant degree of financial pain, and most likely will be for the foreseeable future. While there is no playbook for how clubs should conduct business…
When I read Ross Duncan's guest article about the changing role of golf club committee member during the coronavirus crisis, my first question was what will happen after this crisis. Will coronavirus drive changes in golf club committee…
I am very pleased that more and more golf club leaders are willing to contribute to my article series about how golf clubs are managing the coronavirus crisis around the world. This time, I will bring you further…
Has there ever been any universal concern that has monopolized the attention of the whole planet? Definitely, not! This is a first of its kind, an incomparable and historical situation that, has brought the world to a halt.…
We are all waiting for the end of the coronavirus crisis. However, it is giving brands like Arcis Golf the opportunity to prove its helpfulness. I found a recent Ipsos research that says 74% of customers want to…