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…

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…

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,…

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…

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…

All Articles

USING KIOSKS AS A MARKETING TOOL

Kiosks are a standard piece of equipment in any modern Australian club as a way of tapping into and rewarding regular members. As USA casinos continue to increase the numbers of players of all tiers coming…

INSIGHTS INTO GAMBLING MOTIVATIONS – UK RESEARCH

In 2019 the UK government commissioned a study on what motivates people to gamble and how it fits into their lives. While some of the regulations differ, people are the same all over the world and their…

GAMING HOST COURSE

Take this quick quiz to evaluate your clubs VIP and Player Development efforts within your loyalty program. Do you have a Player Development/ VIP host function as part of your club’s loyalty program…

HOW DOES YOUR VIP/PLAYER DEVELOPMENT PROGRAMME RATE

Take this quick quiz to evaluate your clubs VIP and Player Development efforts within your loyalty program. 1. Do you have a Player Development/ VIP host function as part of your club’s loyalty program…

ON THE BUSIEST OF NIGHTS BTG PRODUCTS CAN MAKE CLUB OPERATIONS MORE MANAGEABLE

Two-way Radios Handheld mobile two-way radios have been used for decades in clubs and they continue to be the most important communications device for operational staff. Any medium to large multi-storey…

ACCC PUTS LOYALTY SCHEMES AND DATA MONETISATION UNDER THE MICROSCOPE

The ACCC has identified significant problems with Australia’s customer loyalty schemes, which include frequent flyer, supermarket and credit card operators, in a new report released today. One of…