ACCC PUTS LOYALTY SCHEMES AND DATA MONETISATION UNDER THE MICROSCOPE

The ACCC has identified significant problems with Australia’s customer loyalty schemes, which include frequent flyer, supermarket and credit card operators, in a new report released today. One of…

HOW DOES YOUR VIP/PLAYER DEVELOPMENT PROGRAMME RATE

Take this quick quiz to evaluate your clubs VIP and Player Development efforts within your loyalty program. Do you have a Player Development/ VIP host function as part of your club’s loyalty program…

WHAT WE’RE MISSING IN GAMING MARKETING

I do a lot of focus groups with a lot of gamers from different clubs of varying sizes. And despite the findings and a lot of talk about “fixing problems”, the same issues are still coming up, and in…

IS SPEED OF SERVICE BECOMING MORE IMPORTANT THAN SERVICE QUALITY IN A BUSY WORLD?

After the introduction of mobile phone 10 years ago the digital revolution has led to a convenience revolution where customers expect to push a button and get immediate service. Along with that convenience…

HOW TO TURN A RANDOM IDEA INTO UNIQUE SERVICES FOR PLAYERS AND MEMBERS

In researching stories and information for The Drop we often come across unusual ideas that could be converted into unique services for club and hotel businesses. Sometimes the stories may not seem immediately…

10 RULES FOR GAMING STAFF

Janet’s 10 Host Rules: Finding success by using a code of conduct for your venue player development team and gaming staff I’m a big fan of NCIS. I love how they are able to add funny moments to such…

BACK TO THE FUTURE: SKYCITY DARWIN OFFICIALLY RENAMED MINDIL BEACH CASINO AGAIN

Mindil Beach Casino: What’s in a Name? In its 40 years of existence, one casino in Darwin, Northern Territory, has been through many changes, including many names. When it was opened as the first casino…

DRIVE ADDITIONAL TRIPS BY CONSIDERING FIVE OTHER KEY METRICS

By Deana Scott - Raving We are lucky in the casino industry to have access to piles of data about our players. In spite of the available data, many properties rely almost exclusively on player value data…

WINNING WITH CUSTOMER EXPERIENCE IN AN ULTRACOMPETITIVE BATTLEFIELD

A vast majority of businesses today compete primarily on the basis of CX (customer experience). However, there is no negating the fact that for most gaming companies and clubs’ efforts to achieve improvement…

IS YOUR GAMING PAGING SYSTEM ADVANCED ENOUGH TO MEET MODERN EXPECTATIONS OF YOUR PLAYERS?

One vital aspect of the gaming service that is often overlooked until it becomes completely necessary to replace it, is the gaming paging system. These systems have become an integral component of the…