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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…
When entering a new club, the first few months are without doubt spent evaluating the club and the situation the club is in. Determining the strengths, weaknesses, opportunities, threats, existing membership and maybe learning about the local culture…
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…
Back in 2015, I already had the feeling that Ricoh's sponsorship of the Women's British Open will not continue after 2018. The company has been the title sponsor of the Ricoh Women’s British Open since 2007. In 2018, the Women’s…
Do you remember that two years ago Wilson Staff in cooperation with Golf Channel held the first crowdsourcing reality show (Driver vs Driver) to find the next Wilson Staff driver? The Golf Channel’s Driver vs. Driver 2 had its season…
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…
Why customer experience is essential today? Customer experience development is essential for the understanding, on our core business, of membership and green fee customers' level of satisfaction, their expectations. Moreover, we believe that our industry needs to attract…
Not so far away from The 147th Open (was held at Carnoustie Golf Links; winner: Francesco Molinari), I thought to share with you the latest success of Carnoustie Golf Links. Carnoustie Golf Links won for the second time (first time…
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…
PowaKaddy has just announced details of its electric trolley rental offering for 2019. With its PowaKaddy Rental GPS their intention is to provide golf club professionals and resorts with an even greater opportunity to boost trolley hire revenue.…
I think it was in 2015 when I wrote last time about the Troon Card program. This is why I was curious to see what can the 2019 Troon Card program (a discount card; the golf industry’s leading loyalty…
First of all, everybody is online today, even the local agencies are online and the tee time market in Europe and in many other parts of the world is bubbling. Golf Clubs experience tremendous growth in their own…
I am so excited what outputs and experience will provide the cooperation between the WeChat and the WGC-HSBC Champions. WeChat is more than just another official partner of the 2018 WGC-HSBC Champions (25 - 28 October at Sheshan…
Back in 2010, on the Mobile World Congress in 2010, Eric Schmidt, the CEO of Google said that designers should follow the “mobile first” rule/approach in product development. The "mobile first" means that our products & services (E.g. mobile application)…
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 am so happy that Your Golf Travel came to the same conclusion as I did last July. In that post, I highlighted the Portuguese Tee Times Golf Agency's 'unlimited golf concept' as a great offer. The reason why…
Since I read the article in the Financial Times last year about golf resort living and golf tourism, I was really curious to know the opinion of Cristobal Guerrero, the managing director of Las Colinas Golf & Country Club.…
I met with Andrew Davies (Director @ Golf Business Forum, Australia) at the Annual Conference of EGCOA in 2016. He talked with great enthusiasm about their conference project. It was their first event. For this conference, they were…
I can promise you I will not ask you as a Ryder Cup fan when will start the 2018 Ryder Cup. Just in case: 25th September 2018. Regarding major golf tournaments and events, I always highlight the importance…