The member experience is top of mind for many clubs and has been from the start. Step outside of the private club industry and you’ll see that attention to member and customer experiences are reaching a coming of age - The Experience Age (more on this later).
When does the member experience start at your club? Historically, we'd say that experience would start the moment the member arrives through the gate.
Maturity models represent how organizational capabilities evolve in a stage-by-stage manner along an anticipated, desired, or “logical” maturation path.
“We should redesign our website.” Everyone involved with a website has probably said that more than once.
As generations and members change, clubs have to shift with them or risk being left behind.
It’s no secret that some clubs have struggled as membership attitudes and priorities have changed dramatically. Clubs that have hired and retained the right employees have an advantage.
“We're here for one thing: the love of the land and how to enjoy it with family and friends.” That’s not a statement some would expect from a private club.
Tech isn’t going away. The question then is, “How do you add your club’s personal hospitality touch through the technology?” That's what Greg Gilg says, and what his team at the Field Club of Omaha, are constantly striving to figure out.
Personal tailored experiences are what your members expect every time they enter your club. You greet them by name, know their interests, and have connected with their families. But does this member experience extend to your online interactions?
A club board is the best tool that we as club professionals could ever have… but only if we develop a trusting relationship with the board that then filters into the general membership of our club.
You've extended methods of self-service to your members in the form of reservations, mobile technology, and the like. But how can you do the same for your staff?
Develop highly customized reports. Use graphing options to visualize the story associated with the numbers. Generate custom financial statements and general ledger reporting, budget to actual comparisons, and more for time periods important to you. Use 100 stock reports.
You may be asking yourself what protecting your brand has to do with making members feel inclusive. Members and staff want to feel good about the organization they are a part of so the public image of the club is vitally important. There are many things you can do to protect your brand from labels.
