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Martin R Baird Gaming Guru - Page 4  Casinos Need the Competitive Advantage of Real-Time Customer Feedback15 July 2012
A casino resort customer checks into his hotel room and discovers that it's not quite as clean as he would like. After that unhappy surprise, he goes to the spa to relax and his experience there is underwhelming. He could have received better service at a spa close to home 1,500 miles away.
Another ... (read more)
Casino Marketing Misses the Mark17 June 2012
Marketing at some casinos is missing the mark badly and I wonder if they will ever learn.
Recently, I saw a television ad for a casino while I was traveling on business. I won't say which casino it was or where it was located, but that hardly matters. This casino has lots of company.
The ad showed a few young men playing blackjack and they weren't doing well. ... (read more)
Casinos Face a Global Communications Challenge That Relates Directly to Guests' Gaming Experience20 May 2012
I've written before about the fact that casino guests are communicating via social networking about the casinos they love and hate. But an article in Newsweek has shed a whole new light on this situation and it has to do with a world on fire with electronic communications.
Casinos need to pay attention ... (read more)
S.M.A.R.T Casino Customer Service Standards Help Properties Create Outstanding Gaming Experience22 April 2012
Casinos that want to make it through these challenging economic times need to be smart. More precisely, they need to have customer service standards that are S.M.A.R.T.
Stellar customer service is the linchpin of casino success now when times are tough and in the future when the economy finds its legs again. ... (read more)
Valuable Casino Customer Service Lessons from Outside the Industry18 March 2012
Occasionally, good advice bears repeating. I was reminded of that recently when a friend shared an article that draws from basketball to offer valuable lessons for those in advertising and public relations.
I encourage casino executives to look outside the gaming industry for ideas that could help them do their jobs better. ... (read more)
Martin R Baird |
Martin R Baird |