A DAY IN A LIFE
Creating a compelling customer experience with an omnichannel strategy “I read the news today, oh boy…” and once again the industry is talking about omnichannel strategies for land-based and online casinos as a way to improve the player experience. The basic idea is straightforward enough. Players no longer think in channels the way operators do. […]
The Business of Human Weakness
Hungary votes on 12 April. I am Hungarian, which is one reason this subject does not feel abstract to me. If you have watched Orbán’s system long enough from the inside, one thing becomes very clear. It was not built mainly on policy detail, administrative brilliance or some magical understanding of the national soul. It […]
International VIP Play: A Business Few Casinos Really Understand
Bombay’s retrenchment in Tallinn has value for one reason only: it exposes a mistake the industry keeps making. The public facts are serious enough. The group is cutting more than half its staff, and management has admitted that daily table games and parts of the gaming operation were not economically justified. Once a casino starts […]
Digital Is Not Marketing: The Structural Mistake Casinos Keep Making
Over the last ten years, I’ve observed numerous land-based casino operators attempt to transition into the digital space, and many have encountered significant challenges. It’s not that their products are flawed. It’s not that there’s a lack of market potential. It’s not that customers are uninterested in engaging. The challenges they face are rooted in […]
When a Casino Moves from Good to Excellent
Most casinos that have been operating for a few years settle into a rhythm that feels solid. The numbers are respectable, the staff know what they are doing, the regulators are satisfied, and ownership is not calling every week. From the outside there is little to criticize. The building runs, the payroll is paid, the […]
What Actually Gets Lost Between Shifts
One of the quickest ways to understand how a casino is actually run is to watch a shift handover. Not the formal briefing with printed reports and polite summaries.The few minutes before and after that, when supervisors exchange what really happened.Who played. What went wrong. What was adjusted. What still needs attention. In some properties, […]