Hotels and hospitality businesses interested in a reputation for superior customer service might want to start their quest with a customer survey. Hotel surveys often take the form of small cards left on the hotel room desk, and hotel guests generally ignore them unless the hotel experience is extreme. Results from such surveys often skew…
Happy employees are not only productive and loyal, but they carry with them an attitude that spills onto your customer base – something invaluable when you’re running a hotel. Whether you employ 10 people or 10,000, you know these things; but how do quantify the level of your employees’ engagement and track its improvement? A…
A casino may be a place of fun and chance, but when it comes to making your casino successful, it’s not wise to gamble. Casino employees are front and center, whether they are serving drinks at the bar or dealing cards at the blackjack table, and if they aren’t engaged with what they are doing,…
For many gamblers, one casino is like the next. There are slot machines, gaming tables, some restaurants, an auditorium, and gift shops. If you want your establishment to stand out from the competition, the best way to differentiate yourself is by increasing customer satisfaction with unsurpassed service. But how do you determine what your customers…
The casino industry is a complex and difficult market. Even very successful casino operators can’t rest on their laurels. Other casinos battle fiercely, consistently, and eternally for your customers. Many casinos realize the power of data when it comes to keeping customers happy. When your competition is right around the block (or right next door),…
Americans love to gamble, there’s no doubt about that. Americans spent nearly $35 billion at casinos in 2010, which was an increase over 2009. Cities are lining up to open new casinos; The Hollywood Casino, in Kansas City, Mo., is scheduled to open very soon. There is a proposed casino project in New York City…
In good times and bad – win, lose or draw – people love going to casinos. Global casino revenues for 2014 totaled almost $157 billion. It can be hard for a recreational gambler to turn a profit on the casino floor. So, the question is, why do people keep coming back to casinos? Your version of…