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

DRIVE ADDITIONAL TRIPS BY CONSIDERING FIVE OTHER KEY METRICS

By Deana Scott - Raving We are lucky in the casino industry to have access to piles of data about our players. In spite of the available data, many properties rely almost exclusively on player value data…

WINNING WITH CUSTOMER EXPERIENCE IN AN ULTRACOMPETITIVE BATTLEFIELD

A vast majority of businesses today compete primarily on the basis of CX (customer experience). However, there is no negating the fact that for most gaming companies and clubs’ efforts to achieve improvement…

IS YOUR GAMING PAGING SYSTEM ADVANCED ENOUGH TO MEET MODERN EXPECTATIONS OF YOUR PLAYERS?

One vital aspect of the gaming service that is often overlooked until it becomes completely necessary to replace it, is the gaming paging system. These systems have become an integral component of the…

THE ROI ON INVESTING IN CUSTOMER EXPERIENCE

You may be surprised at exactly how profitable investing in your customer experience can be. According to a report by McKinsey, strong customer experience improvement programs rapidly become self-funding. Businesses…

STAFF SCREEN TIME

Just about every club and pub in Australia has a variety of TV monitors and digital screens that are used for informing, directing, advising, entertaining and promoting to their customers. However, none…

A MANAGERS WALK THROUGH CHECKLIST

All CEO’s, GM’s and senior department managers need to get out of the office and hit the floor on a regular basis. Looking, observing and seeing for themselves how their members and guests are being…