Customer Service / Loyalty

All the latest customer service/loyalty news from the industry

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BASIC GUIDELINES FOR YOUR CUSTOMER SERVICE TEAM

We all appreciate the importance of a strong customer service or gaming host team and their effectiveness when it comes to our club or pubs bottom line. However, we rarely arm them with a set of guidelines…
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5 TIPS FOR CREATING AN IN-CLUB CX STRATEGY

Does your Club’s Strategic plan talk about customer service as being important? Does your Club unpack this strategic imperative and articulate a Customer Experience strategy that is actionable and accountable?…
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A DIVINE HAND IN RGOS SUCCESS: PARTNERING WITH CHAPLAINS FOR SAFER GAMBLING

Gamble Aware Week 2024 encourages people to reflect on their gambling and the gambling of those around them. It is also a good time for Clubs and Pubs to reflect on their harm minimisation practices, and…
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TOP 10 TIPS FOR LINKING SOPS TO CX GLORY

What does excessive staff turnover, high training costs, shrinking talent pools, extended operating hours and week-long trading days all have in common? They all pose significant challenges to delivering…
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BOOST IN-CLUB EXPERIENCE WITH 10 PROVEN TIPS FROM traCXio

What does increased market share, employee satisfaction, department-level profitability and genuine brand affinity all have in common? All are demonstratable outputs of a robust in-Club Customer Experience…
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ARISTOCRAT INTERACTIVE GAMING SYSTEMS – SIEZE THE MOMENT

Welcome to Day 3 of AGE! As we approach the grand finale, we invite you to seize the moment and visit the Aristocrat Interactive Gaming Systems stand. Today is your LAST chance to immerse yourself in our…
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INVIGORATE YOUR LOYALTY PROGRAM IN 2022

Each year The Point of Loyalty produce “For Love or Money”, Australia’s leading research report on the important annual trends and changes to loyalty programs and customer engagement with them. Recent…
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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…
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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…
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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…
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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,…
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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…
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