The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience PDF Download
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Author: David Norton Publisher: McGraw-Hill Education ISBN: 9781259862953 Category : Business & Economics Languages : en Pages : 224
Book Description
The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approach Walking through Caesars in Las Vegas may seem like a dream—the lights are not too bright, the temperature is perfect, and everything is within your reach. But behind this “magical” experience is a carefully choreographed performance based on deep understanding and rigorous analysis of extensive data to help ensure guests have an incredible and personalized experience. The Caesars marketing story is recognized as one of the best examples of using data to improve the customer experience and marketing effectiveness in all of business. Marketing legend David Norton orchestrated the initiatives that made Harrah’s/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy. In addition to discussing core items such as analytics, CRM and loyalty programs, he examines the leadership and organizational processes required to create a customer-centric and data informed business. The author also shares case studies from the work at GALE helping companies leverage technology advances to improve the customer experience and build customer loyalty across a wide-range of industries. With this book to guide you, you’ll learn how to use loyalty programs, analytics, and technology to drive phenomenal transformational change and rapid revenue growth within your own organization.
Author: David Norton Publisher: McGraw-Hill Education ISBN: 9781259862953 Category : Business & Economics Languages : en Pages : 224
Book Description
The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approach Walking through Caesars in Las Vegas may seem like a dream—the lights are not too bright, the temperature is perfect, and everything is within your reach. But behind this “magical” experience is a carefully choreographed performance based on deep understanding and rigorous analysis of extensive data to help ensure guests have an incredible and personalized experience. The Caesars marketing story is recognized as one of the best examples of using data to improve the customer experience and marketing effectiveness in all of business. Marketing legend David Norton orchestrated the initiatives that made Harrah’s/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy. In addition to discussing core items such as analytics, CRM and loyalty programs, he examines the leadership and organizational processes required to create a customer-centric and data informed business. The author also shares case studies from the work at GALE helping companies leverage technology advances to improve the customer experience and build customer loyalty across a wide-range of industries. With this book to guide you, you’ll learn how to use loyalty programs, analytics, and technology to drive phenomenal transformational change and rapid revenue growth within your own organization.
Author: David Norton Publisher: McGraw Hill Professional ISBN: 1259862968 Category : Business & Economics Languages : en Pages : 272
Book Description
The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approach Walking through Caesars in Las Vegas may seem like a dream—the lights are not too bright, the temperature is perfect, and everything is within your reach. But behind this “magical” experience is a carefully choreographed performance based on deep understanding and rigorous analysis of extensive data to help ensure guests have an incredible and personalized experience. The Caesars marketing story is recognized as one of the best examples of using data to improve the customer experience and marketing effectiveness in all of business. Marketing legend David Norton orchestrated the initiatives that made Harrah’s/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy. In addition to discussing core items such as analytics, CRM and loyalty programs, he examines the leadership and organizational processes required to create a customer-centric and data informed business. The author also shares case studies from the work at GALE helping companies leverage technology advances to improve the customer experience and build customer loyalty across a wide-range of industries. With this book to guide you, you’ll learn how to use loyalty programs, analytics, and technology to drive phenomenal transformational change and rapid revenue growth within your own organization.
Author: Jackie Parker Publisher: ISBN: 9781987794519 Category : Languages : en Pages : 140
Book Description
(You can find this book in Kindle as well) This book is written for new Casino Hosts to explore the depth and breadth of your role, and for experienced Casino Hosts to take your game to the next level and prepare for the future. If you are a manager, this book may express ideas that you take for granted, and that you can use in coaching your team. This book includes advice from Hosts, Player Development Executives, and Management. They have shared their ideas generously because they have a passion for this profession! H - Happy to Help O - Organized S - Strategic T - Thoughtful In Happy to Help, we explore what it means to Help the guest while meeting the financial demands of the Casino. And we explore the need to be Happy to Help because you will burn out if you don't have a genuine passion for the role. In Organized, we talk about techniques to manage your day because the role of being a Host is so detail oriented and demanding. In Strategic, we describe how the organized Host will take pro-active steps to meet their Goals, also referred to as KPI's. In Thoughtful, we talk both about how to be thoughtful with your guests, which means using your Emotional Intelligence, but also being thoughtful about your role and how to stay out of trouble. In the Final Chapter, we discuss how to plan for your next career move. You might want to stay as a Host, move into Management, or build out your personal guest list and brand yourself as a Player Development Executive. Contact [email protected] to buy multiple copies with a purchase order and for discount pricing.
Author: John Jantsch Publisher: Penguin ISBN: 1591844428 Category : Business & Economics Languages : en Pages : 258
Book Description
The small business guru behind Duct Tape Marketing shares his most valuable lesson: how to get your customers to do your best marketing for you. The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends-it's an instinct wired deep in the brain. And smart businesses can tap into that hardwired desire. Marketing expert John Jantsch offers practical techniques for harnessing the power of referrals to ensure a steady flow of new customers. Keep those customers happy, and they will refer your business to even more customers. Some of Jantsch's strategies include: -Talk with your customers, not at them. Thanks to social networking sites, companies of any size have the opportunity to engage with their customers on their home turf as never before-but the key is listening. -The sales team is the most important part of your marketing team. Salespeople are the company's main link to customers, who are the main source of referrals. Getting them on board with your referral strategy is critical. -Educate your customers. Referrals are only helpful if they're given to the right people. Educate your customers about whom they should be talking to. The secret to generating referrals lies in understanding the "Customer Referral Cycle"-the way customers refer others to your company who, in turn, generate even more referrals. Businesses can ensure a healthy referral cycle by moving customers and prospects along the path of Know, Like, Trust, Try, Buy, Repeat, and Refer. If everyone in an organization keeps this sequence in mind, Jantsch argues, your business will generate referrals like a well-oiled machine. This practical, smart, and original guide is essential reading for any company looking to grow without a fat marketing budget.
Author: Naomi Henderson Publisher: eBook Partnership ISBN: 0983673934 Category : Consumers Languages : en Pages : 466
Book Description
This book spans nearly 35 years of Naomi's experiences as a moderator and a trainer of qualitative researchers. It covers a full range of QREs (Qualitative Research Events) from IDIs to extended groups.There are tools, tips, and techniques for moderators who run the gamut from new to the industry, to those with long years of research experience. It grapples with knotty questions and concerns that affect those working in market research environments. Henderson guides readers through an exploration of the reasons behind the importance of knowing that what counts in life cannot be measured on a scale, teaching them to navigate the territory of the heart below rational logic of the mind. Now in its third edition, Secrets of a Master Moderator, includes a glossary, index, and sample documents to aide any qualitative market researcher sharpen their skills.Praise for Secrets of a Master Moderator:"e;What comes through clearest in her work is Naomi's vast experience as a master moderator, consultant, educator, and presenter. This book distills the advice and wisdom from countless hours on the front lines of practice, deep in the trenches among consumers and clients."e;- Hy Mariampolski, PhD. QualiData Research Inc."e;It is jam-packed with tips, a valuable tool that I wish I had been able to access 20 years ago when I was starting to commission and then conduct qualitative research... The book is a 'how to,' a dictionary, a textbook, and a series of relevant anecdotes about the practice of qualitative research."e;- Nancy Kramarich, Anderson DDB Health & Lifestyle"e;This book is a gem and is likely to become a standard reference on the QRC's bookshelf."e;- Kay Corry Aubrey, Usability Resources, Inc."e;The book is inspired in its composition and content; at times profound and insightful, light and funny in others...It is the 'next best thing' to having Naomi on speed dial!"e;- Miguel Martinez-Baco, ORC International
Author: Sandy Rogers Publisher: AMACOM ISBN: 0814439608 Category : Business & Economics Languages : en Pages : 223
Book Description
In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Author: Luke Hohmann Publisher: Pearson Education ISBN: 0132702223 Category : Business & Economics Languages : en Pages : 283
Book Description
Innovation Through Understandingsm The toughest part of innovation? Accurately predicting what customers want, need, and will pay for. Even if you ask them, they often can’t explain what they want. Now, there’s a breakthrough solution: Innovation Games. Drawing on his software product strategy and product management consulting experience, Luke Hohmann has created twelve games that help you uncover your customers’ true, hidden needs and desires. You’ll learn what each game will accomplish, why it works, and how to play it with customers. Then, Hohmann shows how to integrate the results into your product development processes, helping you focus your efforts, reduce your costs, accelerate time to market, and deliver the right solutions, right from the start. Learn how your customers define success Discover what customers don’t like about your offerings Uncover unspoken needs and breakthrough opportunities Understand where your offerings fit into your customers’ operations Clarify exactly how and when customers will use your product or service Deliver the right new features, and make better strategy decisions Increase empathy for the customers’ experience within your organization Improve the effectiveness of the sales and service organizations Identify your most effective marketing messages and sellable features Innovation Games will be indispensable for anyone who wants to drive more successful, customer-focused product development: product and R&D managers, CTOs and development leaders, marketers, and senior business executives alike.
Author: Judah Phillips Publisher: FT Press ISBN: 0134177967 Category : Computers Languages : en Pages : 523
Book Description
Ecommerce analytics encompasses specific, powerful techniques for collecting, measuring, analyzing, dashboarding, optimizing, personalizing, and automating data related to online sales and customers. If you participate in the $220 billion ecommerce space, you need expert advice on applying these techniques in your unique environment. Ecommerce Analytics is the only book to deliver the focused, coherent, and practical guidance you’re looking for. Authored by leading consultant and analytics team leader Judah Phillips, it shows how to leverage your massive, complex data resources to improve efficiency, grow revenue, reduce cost, and above all, boost profitability. This landmark guide focuses on using analytics to solve critical problems ecommerce organizations face, from improving brand awareness and favorability through generating demand; shaping digital behavior to accelerating conversion, improving experience to nurturing and re-engaging customers. Phillips shows how to: Implement and unify ecommerce analytics related to product, transactions, customers, merchandising, and marketing More effectively measure performance associated with customer acquisition, conversion, outcomes, and business impact Use analytics to identify the tactics that will create the most value, and execute them more effectively Think about and analyze the behavior of customers, prospects, and leads in ecommerce experiences Optimize paid/owned/earned marketing channels, product mix, merchandising, pricing/promotions/sales, browsing/shopping/purchasing, and other ecommerce functions Understand and model attribution Structure and socialize ecommerce teams for success Evaluate the potential impact of technology choices and platforms Understand the implications of ecommerce analytics on customer privacy, life, and society Preview the future of ecommerce analytics over the next 20 years
Author: Connie Mok Publisher: Routledge ISBN: 1136386564 Category : Business & Economics Languages : en Pages : 358
Book Description
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Author: David Norton
Author: David Norton
Author: David Norton
Author: Jackie Parker
Author: John Jantsch
Author: Naomi Henderson
Author: Jonah Berger
Author: Sandy Rogers
Author: Luke Hohmann
Author: Judah Phillips
Author: Connie Mok