VICTORS: Dominate Your Competition Through Superior Customer Experience
A vast majority of businesses today compete primarily on Customer Experience (CX). However, the reality is that for gaming companies and clubs, efforts to achieve improvement in customer experience have consistently been bottlenecked, if not outright thwarted, resulting in inconsistencies and misalignment in CX delivery. Ambiguity and inactivity represent two of the most notable culprits […]
La liberté par la règle dans la règle
La soirée était calme en cette fin de saison, bercé par le bruissement des jetons et les annonces des croupiers, j’appréciais le calme et la tranquillité de cette nuit. Quand soudain, un rugissement brisa la quiétude de cette nuit idyllique. D’un coup d’œil j’avisais la table d’où était parti le scandale et comme par magie […]
Physics, Psychology and the Casino Industry
The other day my wife called me and asked me what I was doing. I gave her the standard one word answer – working. She then asked me what I was thinking. I gave her the standard one word answer – nothing. We often joke back and forth like this but basically she was curious […]
The 5Es of Great Customer Experience in Gaming
Several casino companies are now making considerable investments in trying to understand and orchestrate the experience they provide to guests. Based on early feedback, the results have been varied across properties. Specifically, those casino operators who understand their customers and make active inflections along the customer journey based on customer feedback are far more likely […]
The Casino Marketing Planning Process
THE GOALS OF CASINO MARKETING The goal of business is to generate profits1. To the task of achieving profit goals, the casino resort applies a multi-disciplinary approach including such disciplines as Human Resources, Accounting/Finance, Operations and Marketing. The objective of the marketing discipline is to create demand for the business utilizing two primary approaches: Product […]
Personalization the artificial intelligence way
“AI is one of the most important things humanity is working on. It is more profound than, I dunno, electricity or fire.” Sundar Pichai, CEO, Google We seem to be living in the age of AI. Everywhere you look, companies are touting their most recent AI, machine learning (ML), and deep learning breakthroughs, even when […]