Break Point Advisory
Guest lifetime engagement strategy for the surf park sector - from enterprise CX, translated to the lineup. Swell Cycle Methodology
The wave gets them there. The experience keeps them coming back
Surf parks and wave resorts are building something the hospitality industry hasn't seen before — a physical asset so compelling it drives destination travel. But the operators who scale aren't the ones with the best wave. They're the ones who turned a first session into a lifetime guest.
Surf parks are the new application. The wave is the draw — but the operators who build lasting businesses are the ones who engineered what happens before the session, between sessions, and long after guests get home. That's the Swell Cycle™.
Twenty-eight years mapping how customer-facing operations behave under pressure — across thousands of recorded interactions, in industries where small friction points compound into lost revenue. The discipline is the same regardless of the sector. The friction just lives in different places.
No pitch deck. Just a conversation about what your'e building and where the friction lives.
Let's talk about what your guests experience between waves
The Founder
Doug Steele spent 28 years in enterprise sales and customer experience — working and leading experience strategy relationships with companies like Electronic Arts, PayPal, Nintendo - recording thousands of customer interactions to understand exactly where friction kills revenue. That's the work. Mapping the gap between what organizations think their customers experience and what's actually happening.
He's also a surfer. When the surf park industry began scaling, he saw the same friction patterns he'd spent a career solving — just wrapped around a wave instead of a product. Break Point Advisory is where those two worlds meet.
