7 Step Customer Cycle Checklist MARKETING Attract your

7 Step Customer Cycle Checklist MARKETING ü Attract your customers ü Create awareness Step 1 - Marketing This could be: • a press ad • information on your website • an email campaign • social media Step 2 Conversion or any other promotional channel you choose to use Golf Club Marketing Resource www. golfclubmarketingresource. co. uk 1

7 Step Customer Cycle Checklist CONVERSION ü Strong Call to Action ü Be clear on what they should do Step 1 Conversion This could be: • call • email • download a voucher • Book on the website Step 3 – Ease of transaction * IMPORTANT. Use this interaction to collect their data for future use. Golf Club Marketing Resource www. golfclubmarketingresource. co. uk 2

7 Step Customer Cycle Checklist EASE OF TRANSACTION ü Is it simple? ü Make sure you confirm Step 3 – Ease of transaction Any issues with the booking process can cause people to end the transaction. Don’t let a poor process lose you business. Step 4 Anticipation Once booked, send a confirmation email. It confirms correct data and reassures your customer Golf Club Marketing Resource www. golfclubmarketingresource. co. uk 3

7 Step Customer Cycle Checklist ANTICIPATION ü Create excitement ü Be relevant Step 4 Anticipation Golf Club Marketing Resource Don’t just make contact for the sake of it. Have a purpose. Looking forward to seeing them is fine but provide something tangible such as a link to the club app, the latest offer on the bar menu or a tip for one of the holes. www. golfclubmarketingresource. co. uk Step 5 - Experience

7 Step Customer Cycle Checklist EXPERIENCE ü Excellent customer service Step 5 - Experience Golf Club Marketing Resource That’s not a mistake. You’ve done the work to get the business but their day at the club is the main thing to consider. Be friendly, helpful, solve issues quickly and consider a value add they weren’t expecting – free range balls www. golfclubmarketingresource. co. uk Step 6 – Follow Up

7 Step Customer Cycle Checklist FOLLOW UP ü Say Thank You ü Get Feedback Step 6 – Follow Up They’ve been, they’ve enjoyed themselves so make sure you follow up. Never miss an opportunity to ask for feedback, it’s good to hear if it’s positive and it’s good to learn from if there were issues. Golf Club Marketing Resource www. golfclubmarketingresource. co. uk Step 7 - Repeat

7 Step Customer Cycle Checklist REPEAT ü Drive loyalty ü Encourage a return visit Step 7 - Repeat Golf Club Marketing Resource Give them a reason to come back. This is the next stage of marketing so it will get you through steps 1, 2 and 3. www. golfclubmarketingresource. co. uk Back to Step 4

7 Step Customer Cycle Checklist Anticipatio n Experience This applies to individuals, societies, social guests and more. A 7 step simple process to dealing with your customers and retaining business. Repeat Golf Club Marketing Resource Follow Up www. golfclubmarketingresource. co. uk