|
|
|
Press Releases & Articles
|
(Print,
PDF) |
|
Ellis Communications, Inc. - NEWS STORY
|
|
Casinos Can Learn from IBM’s Perspective
On the Importance of Customer Advocates |
For Immediate Release:
January 14, 2008 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
|
|
|
|
|
An IBM white paper has
determined why customer advocates contribute to a company’s
success, and casinos could learn much from IBM’s perspective on
this matter.
The following tip is provided by Robinson & Associates, Inc., a
customer service consulting firm to the gaming industry.
Tip:
“In an IBM white paper titled ‘Advocacy in the Customer Focused
Enterprise – the Next Generation of CRM Done Right,’ authors
Robert Heffernan and Steve LaValle write that ‘Advocates are
superior to neutral or dissatisfied customers. Advocates spend
more, remain customers longer and refer family and friends, thus
increasing the quality of the existing customer base and new
acquisitions.
“’On the flip side, antagonists and agitators of a company
destroy value by driving up service costs, demoralizing
front-line employees and complaining to anyone within earshot.
Accordingly, the goal of customer focused companies is to manage
and retain advocates while migrating other customers toward
advocacy.’”
Robinson & Associates, Inc., is a global customer service
consulting firm for the gaming industry. It helps casinos
determine their Advocate Index, a number that indicates the
extent to which properties have guests who are willing to be
advocates. The company then implements its Advocate Development
System in combination with the proven methodology of Advocate
Index and best business practices to help casinos create more
guest advocates and chart a course for growth and profitability.
Robinson & Associates may be reached by phone at 480-991-6420,
by e-mail at mbaird@casinocustomerservice.com or via its Web
sites at www.advocatedevelopmentsystem.com and
www.casinocustomerservice.com. Robinson & Associates is a member
of the Casino Management Association and an associate member of
the National Indian Gaming Association. |
|
|
