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Ellis Communications, Inc. - NEWS STORY
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Casino Executives Could Learn from IBM White Paper That
Validates Importance of Customer Advocates |
For Immediate Release:
January 7, 2008 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
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The importance of customer
advocacy has been validated by an IBM white paper that offers
valuable lessons for casino executives who want to turn their
guests into advocates and improve their property’s performance.
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 ‘innovative
companies know that they cannot merely sit safely in the middle
anymore. Leading companies want to build strong bases of loyal,
profitable customers who are also advocates for the company.
Customer advocacy is a measure of customer attitude toward a
company.’”
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. |
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