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.
