Customer Service / Loyalty

All the latest customer service/loyalty news from the industry

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TIPS, TOOLS & TACTICS FOR GAMING /MARKETING MANAGEMENT

YOUR GUIDE TO GAMING MANAGEMENT & MARKETING TECHNIQUES USED IN THE GAMING INDUSTRY This intensive one day course covers the basic information you will need to understand all the latest gaming management…

REACHING AUDIENCES BEYOND TRADITIONAL CHANNELS – THE TRUE VALUE OF playAWARDS

Today’s consumers have become increasingly adept at tuning out traditional marketing messages. They fast forward through commercials, pay for premium ad-free streaming services, and turn a blind eye…

WHERE’S THE SLUDGE IN YOUR LOYALTY PROGRAM?

*Inspired by the book - Nudge: The Final Edition (2021) – Thaler and Sunstein, chapter 7. (From my point of view it’s a brilliant book and a must read for all loyalty program managers) Sludge is…

FIRST IMPRESSIONS ARE EVERYTHING

First impressions are everything in the highly competitive hospitality industry.  You’ve spent a fortune redesigning your foyer to get the customer traffic flow perfect, completed refresher training…

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

It’s a busy weekend and the 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 the…

HOW SHOULD WE BE LOOKING AT OUR DATA RIGHT NOW?

The most similar international market to Australian clubs is the tribal gaming casinos in the USA. They are often around the same size, have the same focus on gaming, food and beverage and have classically…

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F&B INDUSTRY TOPS CUSTOMER SERVICE RESEARCH

Research conducted by ServiceNow, has found the food and beverage sector is one of the best for customer service in Australia – but we all knew that didn’t we? In a survey of more than 1000 Australians,…

RAVING NEXT VIRTUAL CONFERENCE 8-10 FEB 2022

The Raving NEXT -  Indian Gaming Analytics & Marketing Conference was planned as an in-person event this year but an increase in COVID-19 cases has meant the conference will move to a virtual event…

INVIGORATE YOUR LOYALTY PROGRAM IN 2022

Each year The Point of Loyalty produce “For Love or Money”, Australia’s leading research report on the important annual trends and changes to loyalty programs and customer engagement with them. Recent…

FOUR CORE GUEST METRICS TO FOLLOW

When evaluating any database to understand the health of a gaming business, I largely look at four core guest metrics to understand growth or decline. Although there is a multitude of ways to slice and…

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

It’s a busy weekend and the 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 the…

PLAYER DEVELOPMENT – CAN’T BUY ME LOVE

I was reminded the other day in a meeting with a customer how hard it can be to even begin the process of building relationships with our customers and collecting information that can give us insights…