Streamlining reservations with a “One Call and Answer All” philosophy
When used correctly, communication technology has made access to information faster and easier than ever. However, when used solely as a labor...
Columns
ARTICLES
Casino marketing and operations best practices born out of COVID
Sure, we exhaust ourselves almost daily with what we don’t know. When will it be safe to be at full capacity? When...
Casino marketers should value a good question
Some of the most powerful innovations in the gaming industry have occurred because a person or small team of forward-thinkers dared to...
The importance of a casino marketing strategy
One of my favorite things to talk about is strategy, specifically marketing strategy. A strategy differs from a plan in that a...
Cornerstones of successful social media programs in gaming
Casino Branding As I page my way through various casino industry conference programs, digital marketing seems to be an ever-present topic of...
Tight slots are not right
Marketing Tight slots are not right I am not a market researcher, although I think I have a basic understanding of how...
Why casinos need to revisit data encryption
For every payout in which a slot machine empties tens of thousands of dollars or for every high roller who wins a...
Employee empowerment as a marketing tool
Marketing Employee “empowerment” has been a part of the business vocabulary for a few decades now. The term generally means giving team...
Some casino regions rebounding strong from COVID
Few would argue that the gaming industry financially took it in the teeth during the first weeks and months of the COVID-19...
TABLE TALK: Yielding to new ideas
Table game yield management allows the pit to meet customer needs while maximizing net-per-user-profit. Years ago when I was visiting a local...
Total Team Effort Essential for Successful Casino Customer Journey
We now live in an age where our customers are more educated about our product than ever before. According to a recent...
Customer research is a vital cog to bettering slot performance
“ This is not only costly, but will alienate your players from making a trip if they feel you missed the mark...
Casinos lear from COVID-19
Even in the midst of a pandemic, the fall remains a very busy season for gaming conferences. Over the past few weeks,...
Reopening casinos should consider going back to the beginning
“I am waiting for you, Vizzini. You told me to go back to the beginning. So I have. This is where I...
2017 G2E anticipation
Well, it’s Global Gaming Expo (G2E) time again and, despite the fact I have been to 20 or so combined World Gaming...
Lines and a new methodology to improve the guest experience
After a long day traveling, there are two things you don’t want to find entering a hotel lobby: an empty counter or...
Five key metrics that drive additional casino trips
We are lucky in the casino industry to have access to piles of data about our players. In spite of the available...
Casino executive pop quiz
The best thing about being “semi-retired” (besides not having to work), is that I can be very picky about which gaming clients...
Casino executives should consider outside counsel during workplace investigations
Attorney at Large Casino executives should consider outside counsel during workplace investigations Participating in a workplace investigation, whether you are the subject...
Three Casino Billboards Outside Atmore, Alabama
Adventures in Advertising We challenged ourselves to create a campaign that relies heavily on the strength of our brand promise, conveying nothing...
Ways to incorporate sports betting into gaming strategy
Prior to in-home megascreen televisions and sports packages on steroids, going to your local casino or bar to watch a sporting event...
Casino Marketing with a New Attitude
I believe casino marketers are finding themselves in a time when our efforts to drive visits and revenue are at their finest....
A primer on casino game patents
Patented approach With the new frontiers opening to the gaming industry by way of eSports and online betting, patents are well situated...
A lifetime of casino marketing learning in 1,600 words (Part II)
Conrad on Casino Marketing In my Casino Journal column last month, I began to share what I have learned in my nearly...
A light at the end of a horrible year for casino gaming
The title for this column comes from Queen Elizabeth’s understated description of 1992, a year that saw the collapse of three royal...