Marketing and Loyalty Clubs

guest communication

Best Practices Protocol for Guest Communication

By Deb Hilgeman, Ph.D. / May 18, 2020 / Comments Off on Best Practices Protocol for 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…

Read More

Appears We Will See Casinos Opening in May

By Steve Dahle / April 30, 2020 / Comments Off on Appears We Will See Casinos Opening in May

Let’s consider two big things! A few states have re-opened to some degree, with other states coordinating efforts regionally, which means many of you are well into execution mode of your latest re-opening plan. As we approach the return of gaming entertainment, several casinos are executing surveys to get a feel for guest safety concerns,…

Read More

The When, How and What of Reopening

By Mark Astone / April 23, 2020 / Comments Off on The When, How and What of Reopening

What we’ve learned from our industry and guests How is your reopening plan coming together? If you are finding it a challenge on many levels, you’re not alone. Many casino executives and marketing teams feel that they are being thrust into the position of making decisions regarding infectious disease, health and safety. Some would say…

Read More

When a Large Market Segment Becomes a Problem

By Tom Osiecki / April 16, 2020 / Comments Off on When a Large Market Segment Becomes a Problem

What happens when Baby Boomers stay home? What happens when a dominant cohort in the gaming industry becomes hesitant to visit casinos and resorts? Boomers are a key market driver among target segments in the gaming industry. What happens when they stay away? Baby Boomers are a massive demographic that controls the largest block of…

Read More
digital marketing through covid-19

Digital and Social Media Team Members

By Justin Shank / April 16, 2020 / Comments Off on Digital and Social Media Team Members

How these essential employees help communicate and create ways to engage with your local and online communities Our industry is effectively shut down and yet it’s extremely hard to quiet the noise, and focus on work. Those of us working on digital and social media marketing solutions, online customer service, reputation management, and public relations…

Read More
finish marketing projects on back burner

You Now Have the Opportunity to Be Bold and Hit RESET

By Steve Dahle / April 10, 2020 / Comments Off on You Now Have the Opportunity to Be Bold and Hit RESET

Move those back burner marketing projects forward With most US casino operations having been closed for three or more weeks now, you’ve probably been through extensive org chart reviews, difficult furlough decisions, and multiple calls regarding expense and revenue re-forecasts and marketing plans. You’ve most likely drilled down as far as you can in those…

Read More
crisis management plan

Five Tips to Create a PR Crisis Management Plan

By Tom Osiecki / April 10, 2020 / Comments Off on Five Tips to Create a PR Crisis Management Plan

Avoid negative communication consequences when your casino reopens The entire casino industry shut down over three weeks ago. As operations were shutting down, marketing departments were challenged to coordinate with key management to get the word out with accuracy. Events over the past few weeks exposed a weakness in planning for casino marketing departments. The…

Read More

Keeping Your Team Members Close When They’re Away …

By Mark Astone / March 27, 2020 / Comments Off on Keeping Your Team Members Close When They’re Away …

How to quickly set up cost effective communication channels As many of you have moved to limited hours or have closed, it’s important to keep the line of communication open with your team members. Constant communication will limit rumors, keep your team engaged, and possibly retain some of your workforce when it’s time to reopen.…

Read More

A New Dynamic for Casino Marketers

By Tom Osiecki / March 26, 2020 / Comments Off on A New Dynamic for Casino Marketers

In this uncertain world created by the Coronavirus attack, one thing is for sure … market conditions and marketing will be very different when the gaming industry starts up again. It will not be productive to blindly hold onto the strategies for a world that – from a few weeks ago – no longer exists.…

Read More

Ideas to Keep Your Players, Team Members and Community Engaged While You’re Closed

By Daniel Wood / March 26, 2020 / Comments Off on Ideas to Keep Your Players, Team Members and Community Engaged While You’re Closed

Create in-home entertainment for everyone in your database that will drive a visit when you re-open The past few weeks has shaken the gaming industry, along with practically every other “non-essential” business sector across the nation. In the coming weeks, we will be facing a daunting challenge: How do we re-engage and reenergize our community,…

Read More