Customer Service / Loyalty

All the latest customer service/loyalty news from the industry

Recent Articles

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…
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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…
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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…
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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…
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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…
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CASINO MARKETING, TECHNOLOGY & ANALYTICS + HOST PLAYER DEVELOPMENT CONFERENCES IN LAS VEGAS

Business travel is back, and all eyes are once again turned to Las Vegas. Our good friends at Raving have announced not one, but two great gaming conferences that will run back-to-back in July this year. The…
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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…
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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…
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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…
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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…
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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…
Read more