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

CUSTOMER SERVICE RECOVERY: PART OF THE PLAN IS NOT: “I know you’re pissed off – but can you wait until I ask my boss first?”

  Part 3 of a series by  Steve Browne, Raving Service, Raving Consulting, Reno Nevada. In Part I of this series, we talked about how NOT to recover customers. In Part II, we discussed the B.U.D.D.Y.…

FROM AN A.S.S. TO A B.U.D.D.Y. – CUSTOMER SERVICE RECOVERY: PART 2

By Guest Contributor Steve Browne, President, Raving Consultancy,  Reno Nevada In this second instalment of a three-part series from Raving Consulting we look at what to do when it comes to Customer…

THE A.S.S. APPROACH TO CUSTOMER SERVICE RECOVERY

By Guest Contributor Steve Browne, President, Client Services, Raving Consulting, Reno Nevada  In this three-part series, we are going to focus on Customer Service Recovery. That is, we are going to…