Customer Service / Loyalty

All the latest customer service/loyalty news from the industry

Recent Articles

LOYALTY PROGRAM RESEARCH – FOR LOVE OR MONEY 2024

Each year the For Love or Money report provides the most comprehensive research on loyalty programs in Australia. The research tracks mainly the same indicators each year (with some new ones) to get an…

ETHICS AND CONFIDENTIALITY FOR GAMING STAFF

No matter where we look these days, the news feeds are filled with what seems like a never-ending lack of morals and principles. And in today’s world of social media, what happens behind closed doors,…

SYDNEY MAN CHARGED WITH BLACKMAIL OVER CLUB DATA “HACK”

A 46-year-old man has been charged with blackmail after an investigation into the massive breach of club sign in data. Detectives searched a home in Fairfield West about 4.20pm Friday afternoon, after…

BEYOND COMPLIANCE: ADVANCED SKILLS FOR RGOS

Friend or foe? How will your customers perceive your RGO’s Your team has completed all the Advanced RCG training required and understands what to look for and how to handle incidents – but what…

IT’S NOT JUST A CAR PARK…IT’S A VIP SERVICE OPTION

It’s a busy weekend and the club carpark is quickly filling up with members coming for dinner and a show. By 7pm when all the spaces are taken, five of your valued top tier customers turn up to spend…

BUSTING LOYALTY MYTHS

How well is your loyalty program doing? Sure, you measure carded play, and turnover and visitation – all that hard data.  It tells you what percent of your customers are using their cards, what they…

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NAVIGATING THE NEW LANDSCAPE: PLAYTRAX – A WORK TOOL FOR RGOS

The RGO Mandate: A Closer Look Effective from July 1, 2024, clubs and hotels in NSW with more than 20 gaming machines must appoint at least one RGO during operational hours. These officers are not mere…

CUSTOMER EXPERIENCES THAT TRANSCEND THE COST-OF-LIVING CHALLENGE

Resilience Amidst Crisis: CTA Training Specialists are Helping You Craft Customer Experiences that Transcend the Cost-of-Living Challenge How many times have you gone to finalise a transaction for a…

HOW TO PLAN & EXECUTE EFFECTIVE ‘WELCOME’ EMAILS

On average, 'welcome' emails receive an unusually high open rate of 50% -- making them 86% more effective than newsletters.  These emails are responsible for setting the tone and creating expectations…

YOUR FIVE-STEP SERVICE WALKABOUT

It’s that time of the year again to step out of that office chair and onto the floor. You’re embarking on a journey of observation, immersing yourself in the frontline operations to witness firsthand…

TAKE THE EBET CUSTOMER JOURNEY AT THE AGE

You have probably heard about the “it factor”; that indefinable something that makes someone, or something special. Ebet, with its’ relaunch and resurgence has definitely got ‘it’ – new products,…

REPORT: FOR LOVE OR MONEY 2023

This year introduces the 11th edition of the annual For Love or Money consumer research study taking the pulse on customer loyalty and loyalty programs in Australia. The benchmarks were first established…