Five Ways Busy Casino Execs Can Interact with Guests
AKA avoid the GM tsunami She knew the diagnosis. Every day the respected GM of the medium-sized casino resort went to work understanding that she had the condition. Despite that knowledge, she shouldered on, hoping for the best. Each day was a marathon sprint of meetings, phone calls, and commitments. (A random Tuesday) … an…
Read MoreEight Steps to Creating a Leadership Program – Part II
Why everything starts at the “top” for a culture of incredible service When I talk with executive leadership teams about what it is they are looking to accomplish with a guest service program, I’m usually told the same answer, “We want our frontline team members to create loyalty with our guests.” It has been my…
Read MoreHow Data Science Changed Major League Baseball
And what the gaming industry can learn from batter up! Q&A with Ari Kaplan, Sports Analytics Even if you’re not a baseball fan, or maybe not even a data geek, most folks found the movie Moneyball fascinating. In the movie, Oakland A’s General Manager Billy Beane (Brad Pitt) challenges the system and defies conventional wisdom…
Read MoreBest Practices in Email Marketing – Part II of II
A crash course for building a solid framework for success When we last met in Part I, we talked about the importance of getting familiar with CAN-SPAM rules (legal dos and don’ts of email marketing), keeping data accurate, email appends, opt-ins and unsubscribes. This time let’s talk about the best practices of putting together the…
Read MoreCelebrating 10 Years of Innovation
How “gamification” has become a powerful tool for casinos Ten years ago, my partner, gaming visionary owner and operator Bill Paulos, and I established a new marketing concept for his casinos – gamification. Given that word was not even recognized in any dictionary before 2011, we stand proudly as digital marketing pioneers and the inventors…
Read MoreIs Your Table Games Mix in Need of a Rehab? – Part II of II
Regulatory requirements for new game installation In Part I of this article, I covered why we would consider adding a new game to our table games pits, as well as the nuts and bolts areas, like determining game costs, selecting the appropriate theoretical hold, as well as understanding equipment requirements and creating a strategic marketing…
Read MoreBefore You Purchase That New Marketing Software Product
Seven questions to ask yourself before you invest your time and money There are a lot of good marketing products out there, and I bet that your phone and email are inundated with hopeful sales folks trying to convince you that their product will help you sleep better at night. The truth of the matter…
Read MoreA Night Forever Etched in Our Minds and Hearts
How to better prepare for workplace violence and active shooter events As the anniversary of October 1st approaches, we reflect on the horror and emotions encompassing that evening and the days following. It was the most horrific active shooter situation to happen on U.S. soil and will forever be a night etched in our minds…
Read MoreAre Market Researchers Really Hooking up People’s Brains to Measure Responses?
There has to be an easier way I try to keep up on what’s happening with consumer research, which is usually pretty dry reading, even for someone who loves research as much as I do. But, every now and then, something just jumps off the page and grabs my attention. According to an article on…
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