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Just Ask for Help

28 December 2013
Every now and then, while doing something completely mundane, an idea hits me like a bolt out of the blue. That happened recently while I was watching an episode of “Restaurant Impossible” on the Food Channel. As I watched a team of experts try to revive a struggling restaurant, the thought came through ... (read more)
 

Mystery Shoppers

19 October 2013
Casinos use mystery shoppers for a variety of reasons but the mistakes made by these shoppers, and the properties themselves, can be costly to the point of driving customers away. Casino marketing departments often use mystery shoppers to gain insight into how guests feel about the property’s customer service. ... (read more)
 

The Dawning of the Age of the Customer

13 July 2013
The Dawning of the Age of the Customer Forrester, a global research and advisory firm, sees a new age dawning – the “age of the customer” – and there are five ways the company’s research will have a significant impact on the gaming industry in 2013. In 2013, casinos will face intense challenges from competitors and Internet gaming that is only a click away on a smartphone. ... (read more)
 

Facebook Might Hurt Casino Marketing

30 March 2013
Casino marketing will be disrupted by Facebook’s new Graph Search for five important reasons and casinos need to take countermeasures now by improving their customer service. Graph Search is a search tool that sifts through people’s Facebook profiles and allows users to conduct complex queries related to their friends. ... (read more)
 

Competition, Competition, Competition Will Be The Key Words for Casinos in 2013

2 February 2013
Intense competition will define the casino industry in 2013 and there are five reasons for why this will happen. If casino managers thought gaming was a brutal market in years past, they haven’t seen anything yet. Competition will ramp up for a number of reasons. And that is why 2013 must be the year of quality service for casinos that want to survive. ... (read more)
 

Comment Cards are the Dinosaurs of Customer Service

16 December 2012
There isn’t a business in the world that couldn’t do a better job of keeping customers happy, of understanding what customers do and don’t like about its products and services. There is always room for improvement. I believe most casinos want to do a better job in this area, too. So why do they cling to ... (read more)
 

Casino Customer Service Hell

24 November 2012
I recently read a column in Inc. Magazine titled “The 9 Circles of Customer Service Hell” and, to my delight, some of the information looked very familiar. It pointed out service and customer service training problems I have been counseling casinos on for nearly 20 years. It’s wonderful to have your expertise validated by another expert, even if it is a coincidence. ... (read more)
 

Little Bets Can Pay Off In a Big Way

3 November 2012
A lot of betting goes on in casinos. I think it’s time casinos empower employees to make some bets of their own. The employee wagering I’m writing about is not what you’re thinking. I’m suggesting that casinos let employees take some small chances on customer service innovation and then see what happens. ... (read more)
 

Crank Up Service to Help Casino Guests Take A Break

18 August 2012
If ever there were a time when people needed to get away from it all and relax, this is it. How the economy is faring depends on what day of the week it is. On Tuesday, news reports indicate some improvement. On Thursday, everything is backsliding. Gas prices go up. Gas prices go down. It can all be stressful to say the least. ... (read more)

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Martin R Baird
Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the world leader in casino guest experience measurement, management and improvement.

For more information, visit the company’s Web sites listed below or contact the company at 208-991-2037. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Martin R Baird Websites:

www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
Martin R Baird
Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the world leader in casino guest experience measurement, management and improvement.

For more information, visit the company’s Web sites listed below or contact the company at 208-991-2037. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Martin R Baird Websites:

www.casinocustomerservice.com
www.advocatedevelopmentsystem.com