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Casinos Service Can Lead to Advocacy
26 Jan 2006
A major tips provider to those in the gambling industry both online and offline had this to say regarding customer service at online casinos, and the possibilities of what can happen when a casino treats its customers so well they are willing to act as walking, talking billboards for the casino itself.
"Currently, a casino and its competitors are probably doing some if not all of the following tracking: guest satisfaction, guest spending, demographics, casino guest loyalty and casino employee satisfaction. But research among various industries outside gaming has shown that of typical questions asked of customers, the "likelihood to act as a casino advocate" question clearly has the strongest link to tangible consumer behavior.
"Plainly put, if casino guests are willing to act as advocates for a particular casinos property with friends or colleagues, these same guests are also likely to actually play again at the casino, as well as generate new business via word-of-mouth advertising. Conversely, if guests are not likely to act as advocates, they are also less likely to engage in actual advocacy behaviors for the casino."
