Research & Insights
Ever asked your customers what they think of you and how they think you could do better?
Focus Your Team Towards Better Outcomes
Research is a great way to find this out and focus your team towards better outcomes.
The Net Promoter Score tool is an excellent way to measure your overall customer appeal while focus groups give you tips on how to improve your appeal to more customers.
customer service improvements
The services and products that clubs offer are pretty generic, from one club to the next. Even if you offer great food, chances are the club down the road also offers great food. Customer service improvements are the best way to generate repeat visitation.
The future of club
What should the facilities look like in 20 years?
How can we plan now and prepare for the offerings that we might provide in the future and reduce the need to tear down the assets we build today?topics
* My club, my culture, your culture
* Pride in my club and pride in me
* Mindset and our approach and the customer experience
* What are our standards?
* Teamwork and leadership
* Anticipation, communication and listening * Delivering great experiences
* Resilience and persistence pays off
* Personal goals, my job and my life plans
Mission & vision
A vision and direction is required for the club in to have a clear focus and direction regarding what needs to be achieved.
focus on members
Research tells us that the average member of a club visits twice a month. Some of our member customers visit every day! Relationships and trust develop with your team – we hope. But you can’t have great service standards if the culture at your club isn’t the best. So, a service and cultural program is vital.
STay relevant
We always need to be relevant to our core markets. Facilities master planning examines your footprint, land holdings, your capacity to secure and pay off debt, local market growth, your competitors, facilities needed on site, car parking, areas that produce best economic returns and trends. It brings this information to the table with your building advisors (architects, planners, builders) and delivers a facilities plan for the future.
evaluating performance
Clubs as we know them are unique to Australia. It’s important that clubs continue to evaluate themselves and identify trends in the sector, and measure the contributions that clubs provide to the social and economic fabric of our community.
KPI's & benchmarking
KPI’s and benchmarking are tools that let you know the operational health of the club. Operational reviews are an independent way of examining the operations and identifying areas for improvement. The assignment normally includes secret shopping/independent observations, customer surveys, staff interviews, benchmarking, market share assessments and trends, examination of processes, management practices and operating procedures.