Customer Service / Loyalty
All the latest customer service/loyalty news from the industry
Recent Articles
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…
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…
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…
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…
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…
All Articles
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…
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…
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…