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Learning from IPhone 6 Customer Service

14 February 2015
I’ve been helping casinos improve the quality of their customer service for more than 20 years and I’ve been writing about the topic of customer service just as long. Occasionally, I like to let other people speak for me just so readers can see that I’m not making all this stuff up. This is one of those occasions. ... (read more)
 

Customer Service or: Money Down the Drain

8 November 2014
I was at a gaming conference and an industry marketing consultant talked about a publicly traded gaming company that spends 37 percent of its revenue on marketing. I know of a property in a very competitive market that spends more than $1 million a month on marketing. Why all this spending? Casinos say they need to be seen to keep guests coming through the door so they can grow. ... (read more)
 

The Customer Service Culture

11 October 2014
For us, the buzz word of the year is “culture.” Every gaming property we meet with doesn’t want a “program.” It wants to create a casino customer service culture. We could be talking with management about a custom casino "Train the Trainer" session or a comprehensive program that includes everything from ... (read more)
 

Good Customer Service Equals Survival

13 September 2014
Casinos need to focus on exceptional casino customer service if they want to survive. Yes, I said survive. Recently, I watched an entire hour on a major cable news channel devoted exclusively to “Internet gambling.” I also recently read that the Commonwealth of Massachusetts needs to rethink its budget because it is not receiving anticipated casino revenue. ... (read more)
 

Customer Service Training Equals Long Term Benefits

16 August 2014
Recently, I was reminded about one of the greatest benefits of casino customer service training. The outstanding casino customer service it creates can have a long, positive shelf life in guests’ minds. I was also reminded that lack of training can have lasting repercussions. I was reading an article about a company’s very public social media struggles with its customers. ... (read more)
 

Casino Customer Service, Referrals Boost Business

28 June 2014
There’s a movement afoot to make immunizations as routine a part of health care for adults as it has long been for children. Apparently adults don’t think about inoculations as much as they should. Casinos need a booster shot of something they don’t often consider – referrals. That’s right, referrals. ... (read more)
 

5 Casino Customer Service Lessons from a Disney Cruise

14 June 2014
My family and I went on a five-day Disney cruise and it was an enlightening adventure that offered important casino customer service lessons for all gaming properties. As a 20-year customer service consultant who helps casinos measure, manage and improve their guest experience, I wanted to do more than have fun. ... (read more)
 

Great Customer Service Contributes to the Bottom Line

10 May 2014
No matter what’s happening in the world, casino guests want one thing – an outstanding gaming experience. Casinos that understand the significance of stellar guest service are on to something. Guests want an experience that is so memorable that it keeps them coming back even if they leave with less money in their pocket. ... (read more)
 

Size and Length Do Matter

12 April 2014
Size and length do matter – when it comes to providing only the best in casino customer service training. But they are sometimes ignored when casinos organize training sessions. Simple things such as the size of the group of people being trained and the length of the presentations are critical to creating a successful training experience for casino employees. ... (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