Article

By Ben Fowler*

The Customer Corridor of a Golf Resort

A few months ago, I discussed the customer corridor of a public golf course. A customer corridor map can be a helpful tool that can help companies understand the needs of the customer. In this posting, I hope to help golf resort operators rethink the needs of their customers by mapping out the touchpoints of a guest visiting a golf resort. The goal of this map is to help resorts shift their focus on customer needs from an inside-out approach to an outside-in approach.

Bottom Line: There are many touchpoints at golf resorts that impact guest satisfaction. Although you may perform well at some of these touchpoints, if you fall short on others, guest satisfaction may suffer.

NGF's golf engagement services help clients measure the customer experience, engagement of employees and perceptions of golfers in the local market. NGF's systems deliver “Voice of Golfer” (VOG), "Voice of Employee" (VOE) and Voice of Market (VOM) intelligence. These systems identify individual factors that are most influential in creating satisfied customers, engaged employees and an interested marketplace. NGF is experienced building and executing these systems for golf course operators, management companies, resorts, retailers, equipment manufacturers and golf travel organizations.

To learn more about how NGF's VOG, VOE & VOM systems can help your company succeed, click here.

Credits

Originally posted by BenFowler on 15 Jul 2010.
All contributors: BenFowler, MarleneStone,
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