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Ellis Communications, Inc. - NEWS STORY
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Casino Marketing Directors Need to Stop Measuring Customer
Satisfaction and Start Measuring Guest Advocacy |
For Immediate Release:
December
3, 2007 |
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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Casino marketing directors
are expected to do more and more these days and one way to meet
that challenge is to stop measuring guest satisfaction and start
measuring guest advocacy.
The following tip is provided by Robinson & Associates, Inc., a
customer service consulting firm to the gaming industry.
Tip:
“Guest satisfaction surveys and comment cards are a waste of
time, energy and money. If marketing directors need to do more,
the best way to start is by dropping activities that just burn
time and generate no meaningful results for the casino. Harvard
University published research that shows that the concept of
satisfaction is fickle and everyone in gaming knows how fickle
guests are. Casinos should measure how many guest advocates they
have because advocates create repeat and new business.”
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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