Start Internal Operational Review With A Hard Look At Marketing
Casinos should have an outside third party review their operations to identify areas for improvement, and the review should start with the property’s marketing. Begin with marketing because that’s where business starts. Marketing makes a promise to your guests and prospective guests. It could be that they will win, be excited, have fun or even meet beautiful new friends. The promise isn’t as critical as the actual delivery of it. If a casino is going to improve its guest experience, it should by matching the promise to the reality of the casino floor.
Martin R. Baird