Guest Service

Customer Engagement

Why You Need to Build an Engagement Strategy for Your Casino

By Deb Hilgeman, Ph.D. / Comments Off on Why You Need to Build an Engagement Strategy for Your Casino

Only if you want to increase customer loyalty, employee performance, and profitability In the last few years, a relatively new branch of research known as employee engagement surveys has exploded in popularity. Employee engagement is an emotional commitment to your employer, and it involves loyalty, commitment, satisfaction, advocacy and going the extra mile. Using a…

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Lucky Sign

Can We Actually Help Our Guests “Get Lucky”?

By Toby O'Brien / Comments Off on Can We Actually Help Our Guests “Get Lucky”?

A different way to think about our casino’s marketing strategies After years of customer research, casino marketing folks believe that there are three initial factors considered by players in choosing a casino to visit on any particular day. In order of importance, they are: Location, Luck, Service. When I’ve conducted service and sales training for…

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Hire for Attitude Part I

Why “Hire for Attitude – Train for Skill” Fails – Part I of II

By Janet Hawk / Comments Off on Why “Hire for Attitude – Train for Skill” Fails – Part I of II

Why does “hire for attitude – train for skill” often fail? Because we, as employers, fall short on the “training” part of the equation We are constantly told to “hire for attitude – train for skill.” But do we, as leaders, hold up our end of this statement? It seems more often than not, we…

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