Casino Guests Know They Are King

Consumers are king and they know it.  In gaming, that means casino guests are king.  They are willing to share their knowledge with others and thus advocate the good or bad experiences they had with various gaming properties.  Guests know they can switch at any time. 

In gaming, “locals” spread information the old-fashioned way.  They share it with members of their community, neighborhood or condominium complex.  If a person is not satisfied with any aspect of their gaming experience, they will share it with as many people as will listen.  It’s often said that a dissatisfied guest will share their experience with 10 or more people.  Are your guests advocating the good or the bad about your casino?  The more positive guest advocates you have, the better.


Martin R. Baird

Robinson & Associates, Inc.