Customer Service / Loyalty

All the latest customer service/loyalty news from the industry

Recent Articles

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…
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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…
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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…
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AUSTRALIAN VENUE CO LAUNCHES PARTNERSHIP WITH AFTERPAY

Australian Venue Co (AVC) is the first hospitality group in the country to partner directly with Afterpay. The group has launched the new “Dine Now, Pay Later” option on 1 November 2021 at 12 NSW venues,…
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CAESARS REWARDS CELEBRATED AS GAMING’S BEST LOYALTY PROGRAM

The sheer size of the Caesars group and the number of experiences it can promote through its facilities, as well as the regulatory restrictions in Australia on incentivising and promoting gambling, means…
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THE FOUR LOYALTY “ARCHETYPES”

Before working out which of the Four Archetypes your customers belong to, let’s define what loyalty is to a brand - beyond enrolling in a loyalty program. Why? When you have clarity and alignment…
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THE CURRENT CHALLENGES OF GUEST SERVICE AND PLAYER DEVELOPMENT

The USA is a little ahead of us in their opening plans and have been back to partial business at least for a few months. Raving Consulting are specialists in the Indian Gaming Casino industry in the USA…
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IGT AND CLUB YORK PREPARING FOR NSW DIGITAL WALLET TRIAL

IGT is readying their innovative digital wallet solution for mobile phones, in an upcoming trial of the technology with a NSW venue – Club York, in Sydney. The trial will commence once its terms have…
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DO YOU REALLY NEED A LOYALTY PROGRAM?

Do you really need a loyalty program? Here are 6 reasons in sequence (as per the above model): Data Dialogue Dollars Advocacy Competitive differentiator New Customer acquisition Arguably…
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KEY ELEMENTS FOR YOUR CAR PARK

A research firm in the USA has been surveying casino guests and their preferences for more than 30 years and the results of the questions on parking are often surprising. Despite what many believe, “valet…
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5 QUESTIONS YOU HAVE TO ASK BEFORE STARTING YOUR NEXT MARKETING PROJECT

With multiple business divisions and an ever-growing variety of communication channels to manage, lack of time and lack of resources are major issues for most club or casino marketers. It can be a frenetic…
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FIVE KEY WAYS TO USE FACIAL RECOGNITION IN CLUBS

Interest in facial recognition technology has been increasing for some time now but COVID 19 caused an exponential jump. The recent jump due to COVID is understandable because it is fairly clear that…
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