Originally Posted by
Non-NonRev
+1
And there's the rub; the front line marketing staff probably works a standard Monday - Friday work week, and probably figured the Noir perks were sufficient to ensure good results.
Apparently they could not be bothered to make a simple cell phone call to make sure everything was OK.
Most casino loyalty programs are not run well. The biggest issue is "self serve" for "high tier" guests. Total Rewards does a pretty good job with this. So many ideas have been implemented only to then be removed, or implemented differently.
Hosts are another issue. So much variability. I give CZR-Entertainment credit for their NCM program which seems to coordinate things well.
Just so many things that could operate better if someone desired to really take a deep look at the customer experience. But, then again, casino marketing also has many elements of loyalty that are far different from hotels and airlines.
I could go on and on.
Currently, I am only "truly" loyal to one property. And it took quite a lot for that to happen. Since I have my "check-list" of elements that are necessary to make me want to return to a casino property consistently. (especially, from Amsterdam)