Casino Competition
April 19th, 2012 at 8:46:00 AM
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In the headlines this morning aside from some sort of seven day fast by some Station casino employees in protest against Stations labor management policies there is a press release:
Robinson & Associates announces five major challenges casinos will face this year tight state budgets, taxation, new casinos, social media and online gaming. The solution? Stellar customer service and a memorable gaming experience.
Boise, Idaho (PRWEB) April 18, 2012
Bare-bones state budgets, taxation, new casinos, social media and online gaming will contribute to a challenging year for casinos, Baird says. Stellar guest service and a superior gaming experience are the only real competitive advantages casinos have. That is where they must focus their efforts to compete.
That old standby the sin tax is a perfect solution, Baird says. Nobody cares if existing casinos are taxed to the max. I receive lots of emails about state legislatures looking at ways to implement gaming taxes or increase the casino tax streams they already receive. In the meantime, states that have rejected casinos for years are now taking a hard look at them and the tax revenues they would generate. Some states that already have casinos are thinking about expanding gaming. Add it all up and you have new competition from gaming properties and governments eroding casinos bottom line.
Social media has become a competitor in the sense that it can drive customers into the arms of other casinos, Baird says, noting that Internet chatter is a serious problem for casinos with poor service. Social media commentary is powerful and it can work for or against a casino, Baird points out. Customers who play at a casino with substandard service and a lousy gaming experience can turn to Yelp, Twitter and Facebook to spread the word like wildfire. People who read these posts give them far more credibility than such casino marketing efforts as advertising.
Baird says we have entered the age of the customer and that empowered buyers demand a new level of obsession.
The Internet is also a direct competitor. Online gaming is a reality that takes a bite out of brick-and-mortar casinos business, Baird says. Baby boomers may take pride in their physical vitality, but they are tech savvy and they are getting older, Baird notes. Clicking a mouse is so easy compared to driving a couple hours and working the casino floor.
The service standards need to be S.M.A.R.T. Specific, Measurable, Attainable, Realistic and Time-bound, Baird says. Training needs to go beyond the usual. One option is to select 10 or 12 employees, put them through challenging, life-changing training and have them train the rest of the employee population.
Robinson & Associates announces five major challenges casinos will face this year tight state budgets, taxation, new casinos, social media and online gaming. The solution? Stellar customer service and a memorable gaming experience.
Boise, Idaho (PRWEB) April 18, 2012
Bare-bones state budgets, taxation, new casinos, social media and online gaming will contribute to a challenging year for casinos, Baird says. Stellar guest service and a superior gaming experience are the only real competitive advantages casinos have. That is where they must focus their efforts to compete.
That old standby the sin tax is a perfect solution, Baird says. Nobody cares if existing casinos are taxed to the max. I receive lots of emails about state legislatures looking at ways to implement gaming taxes or increase the casino tax streams they already receive. In the meantime, states that have rejected casinos for years are now taking a hard look at them and the tax revenues they would generate. Some states that already have casinos are thinking about expanding gaming. Add it all up and you have new competition from gaming properties and governments eroding casinos bottom line.
Social media has become a competitor in the sense that it can drive customers into the arms of other casinos, Baird says, noting that Internet chatter is a serious problem for casinos with poor service. Social media commentary is powerful and it can work for or against a casino, Baird points out. Customers who play at a casino with substandard service and a lousy gaming experience can turn to Yelp, Twitter and Facebook to spread the word like wildfire. People who read these posts give them far more credibility than such casino marketing efforts as advertising.
Baird says we have entered the age of the customer and that empowered buyers demand a new level of obsession.
The Internet is also a direct competitor. Online gaming is a reality that takes a bite out of brick-and-mortar casinos business, Baird says. Baby boomers may take pride in their physical vitality, but they are tech savvy and they are getting older, Baird notes. Clicking a mouse is so easy compared to driving a couple hours and working the casino floor.
The service standards need to be S.M.A.R.T. Specific, Measurable, Attainable, Realistic and Time-bound, Baird says. Training needs to go beyond the usual. One option is to select 10 or 12 employees, put them through challenging, life-changing training and have them train the rest of the employee population.
April 19th, 2012 at 9:59:30 AM
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I have a pet theory about casinos. Which is not unlike my theory about movie theaters. The latter were of course predicted to vanish with the onset of Cable television, Blockbuster, etc. And they did not.
What theaters and casinos offer is a special kind of Social Setting. In a theater, you get to laugh with others, but not necessarily interact with them directly. It is a form of companionship. Likewise, the same general reality in a casino. It is a place to socialize with others to whatever extent one may desire. Want a bunch of interaction - join a craps game or perhaps a Blackjack table. More solitude - the slots.
The really smart Casino operators realize this, and find ways to enhance the social aspect of the casino experience to go along with the gaming side.
What theaters and casinos offer is a special kind of Social Setting. In a theater, you get to laugh with others, but not necessarily interact with them directly. It is a form of companionship. Likewise, the same general reality in a casino. It is a place to socialize with others to whatever extent one may desire. Want a bunch of interaction - join a craps game or perhaps a Blackjack table. More solitude - the slots.
The really smart Casino operators realize this, and find ways to enhance the social aspect of the casino experience to go along with the gaming side.
April 19th, 2012 at 10:01:07 AM
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Quote: FleaStiff. . . The solution? Stellar customer service and a memorable gaming experience.
They had to get some fancy dancy consulting firm to tell them that?
I invented a few casino games. Info:
http://www.DaveMillerGaming.com/
Superstitions are silly, childish, irrational rituals, born out of fear of the unknown. But how much does it cost to knock on wood? 😁
April 19th, 2012 at 10:10:46 AM
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Surely you recognize this as the product of great minds . It's criticism like yours that leads to rebellion. LOL
April 19th, 2012 at 10:48:47 AM
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Buzz -
Thanks for including the "LOL".
For a minute there, I thought I was going to have to defend a post I made. I very rarely have to do that, and this would have made two in one day!
Thanks for including the "LOL".
For a minute there, I thought I was going to have to defend a post I made. I very rarely have to do that, and this would have made two in one day!
I invented a few casino games. Info:
http://www.DaveMillerGaming.com/
Superstitions are silly, childish, irrational rituals, born out of fear of the unknown. But how much does it cost to knock on wood? 😁
April 20th, 2012 at 6:13:50 PM
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Quote: DJTeddyBearThey had to get some fancy dancy consulting firm to tell them that?
Its worse than that. The Fancy Dancy Consultants want the casino to focus on how to interact with the customers and how to report your fellow employees for not properly interacting with the customers. The Fancy Dancy Consultants don't say Learn How To Deal Properly.
