Today’s fast paced tech savvy society is often called The Experience Economy, which references the ever-rising expectations of customers coupled with the desire for memorable experiences rather than physical possessions (See “Managing Expectations” PCA September, 2018).
The Experience Economy is forcing clubs to prioritize creating unparalleled experiences for their members over simply providing great service, quality amenities or good membership value.
According to Henry DeLozier of Global Golf Advisors, “The memory itself becomes the product and in private clubs today, members relish an unforgettable experience far more than a bargain.”
Different from the past, members now relate membership value to the club’s ability to deliver memorable experiences to their lives and the lives of their loved ones.
Experiences in this context are preplanned activities or events that are packed full of emotional, memorable, shareable impressions that are difficult for others to duplicate. “The key to this entire concept is that the whole is greater than the sum of its parts,” DeLozier explained.
Club executives and operators must shift their focus from simply ensuring enjoyable experiences (dining at the club, great round of golf, good tennis lesson, etc.) to building opportunities for members to establish stories. When members (and their families) become part of a holistic experience, they become part of a story and that is when a positive and lasting memory is formed.
The sky is the limit as each club has endless opportunities to create experiences that speak directly to member perceptions of value.
“Club leaders will find the greatest success in innovative ideas, unforgettable experiences and fresh new concepts that are unique to their club and community,” DeLozier concluded.
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