guest communication

Why Northern Quest Resort & Casino’s emails to guests impressed me One of the first casinos nationwide to reopen after the coronavirus closings set a best practices protocol for guest communications during these challenging times. Northern Quest Resort & Casino, a Kalispel Tribal Enterprise in Airway Heights, WA, was in uncharted territory in creating a…

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yelp connect and casino reputation management

As if casino marketers and operators didn’t have enough on their plates trying to keep up with all the new online information, social and review channels, it seems as if these mediums keep adding features that make our jobs even more complex. A case in point is Yelp, which recently added a paid service called…

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Engaged Team Members at Casino - Deb Hilgeman, Ph.D.

Changes in team member engagement trends help create a happier and more profitable workplace Three years ago, I wrote an article about team member engagement and how it is becoming increasingly popular. This article will look at current trends to help you identify ways to be more successful in 2019. First, to recap just what…

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Why pictures of your players will drive more social engagement We’re at the start of another year, so it seems like a good time to remind everyone about how market research can help you make better and more informed decisions about your casino marketing and operations. This article lists six types of research that you…

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Deb Hilgeman

Key findings indicate promotions and digital spending will increase; email at status quo In January, Raving released the second annual casino marketing study based on data from more than 80 U.S. casinos nationwide, and First Nations casino properties in two Canadian provinces. Some of the casinos that participated in the study have fewer than 250…

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How many main segments of like-minded customers do you have in your casino database? Customers who share common attitudes, beliefs and behaviors? If you have a tiered players club, you’re already segmenting your customers by how much they spend. In your direct mail program, you probably segment by recency, frequency and spend, at the very…

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