No one doubts that it is true. Customers should be struck by the casino’s gaming experience. Robinson and Associates, a customer service consulting firm to the gaming industry, a member of the Casino Management Association and an associate member of the National Indian Gaming Association, gives the following piece of advice: “Wow! That’s what casinos need. They need the wow factor. They should want to hear guests say, ‘Wow, this place is beautiful, the people are great and I can’t wait to come back. That’s the wow casinos are looking for. It’s not easy to do because there’s a lot of competition out there, but if casino employees provide great service, the property will end up with wow”.
Robinson & Associates, Inc., being a global customer service consulting firm for the gaming industry, helps casinos determine their Advocate Index. It is a number showing the extent to which properties have guests willing to be advocates. Then the company implements its Advocate Development System combined with the proven methodology of Advocate Index and best business practices to aid casinos to create more guest advocates and chart a course for growth and profitability.