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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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…

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…

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…

GAMING AND MARKETING – BOOTCAMP BASICS

This intensive one day course covers the basic information you will need to understand all the latest gaming management and marketing techniques used in the gaming industry – and how to apply them to…

HOW DISENGAGED EMPLOYEES AFFECT YOUR BOTTOM LINE

Are your non-engaged employees sabotaging your organization? According to a recent Gallup State of the Workplace Survey, only 33% of employees are engaged at work, which means 67% of our employees are…

BASIC GUIDELINES FOR YOUR CUSTOMER SERVICE TEAM

We all appreciate the importance of a strong customer service or gaming host team and their effectiveness when it comes to our club or pubs bottom line. However, we rarely arm them with a set of guidelines…