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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FREEDOM FOR MELBOURNE! AS HOSPITALITY GETS BACK TO WORK

VIC Premier finally announces an end to Melbourne's lockdown The Victorian Premier has finally resolved to open Melbourne up after months of harsh lockdown. This is what you can do now. For the official…
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NEW COVIDSAFE COMPLIANT 2-FACTOR SIGN IN SYSTEM FROM SINT

Register.Me is an integrated COVIDSafe and compliant sign in system new to the market. Inspectors across the country are losing patience with venues not maintaining COVIDSafe regulations and are quickly…
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COVID MARSHALLS HOLD THE KEY FOR DELIVERING THE BEST OUTCOMES

Our industry is no stranger to the challenges of keeping our customers safe – at some point in time, every venue has confronted situations where clients are potentially endangered at some point in their…
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SAFEENTRY IS HELPING BUSINESSES STAY COVID SAFE

All States and Territories have issued a Direction or Order for businesses, premises and facilities that have obligations under the Privacy Act to collect personal information for COVID-19 contact tracing…
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Circle Solutions – ELECTRONIC SIGN-IN SYSTEMS

During the COVID-19 downtime Circle Solutions was working on modifications to enhance their electronic sign-in system to ensure club customers are in the best position to maintain Covid-19 entry requirements. The…
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SIMON SINEK – MOST LEADERS DON’T EVEN KNOW THE GAME THEY’RE IN

Simon Sinek became famous on YouTube a few years ago for describing why Millennials struggle in the workplace and why we fail to manage them effectively. In this video he describes a manager’s attitude…
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