A casino’s repeat business is purely dependent on whether the customer feels the exhilaration of the win…right?
Well the recent article Casinos Urged to Invest in Customer Service, Gaming Experience to Meet Multiple Challenges in 2012 says that it’s more than winning that drives loyalty and revenues.
The head of a casino consulting firm notes “Bare-bones state budgets, taxation, new casinos, social media and online gaming – these are all factors that will contribute to a challenging year for casinos.”
Essentially he says that if you’re a business with customers who are having financial struggles (like a sports team trying to keep season ticket holders), have competitors (like a hospital), are impacted by the proliferation of social media and alternative delivery changes for your service (like a college or university – or almost any business for that matter), then you might be having a tough time.
So if his premise applies to the situation of casinos, it probably also applies to the majority of other businesses today.
And what’s the proposed solution? Create a culture of customer service. The article notes that “The first step toward creating that culture is establishing service standards. The next step is training that helps employees meet those standards.”
So why is this suggested? This is where the author falls short…he doesn’t say why you need the culture of customer service, but I’ll fill that part in – it’s because the state of customer service is so poor today, that this is one area where you can differentiate yourself from competitors. It’s one place where Social Media doesn’t have a solid footing. It’s one place where you can build value when customers care more about the dollars they spend and with whom they spend.
Stop. Look at your competitors. Look at your customers. Look at your company.
Create a culture of customer service to build value with the customer and build a wall between your customers and your competitors.
Interested in assessing and improving your company’s customer service? Click here…