If you want something to improve, then something needs to change.

Improving their experience

If you want to do a better job of retaining those golfers who have returned to the game, or even the occasional golfers who’re now playing more, or the golfers who’ve just taken up the game, then the diagram below offers our simple view of a customer care model.
Understand the golfer.
Influence the golfer.
Be a connection.
Add connections.
Know their potential
/ ambition. Lead them on
a journey to better.

Deliver experiences they
want and can enjoy.
Is there something that you think is missing?

We think there is. While the luminaries talk about “doing better at retaining” the golfers who have returned or those who have joined the game, we might ask:

Do you have anyone at your club who is allocated the job responsibility for the activities above?

If you do, how do you track their performance and make them accountable for the improved retention of these golfers?

And, if you do hold someone on your professional staff accountable, how do you reward them?

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