Dennis Conrad is the president and chief Relationship Officer of Raving Consulting Company, a full service marketing company specializing in assisting gaming organizations. He can be reached at (775) 329-7864. Visit Raving’s Web site at www.ravingconsulting.com.
Dr. Hammargren held an “Awake Wake” for himself some years ago, in which he had his mock funeral service. Even though throwing your own funeral party while still alive strikes me as being a little strange, I do like the notion of writing one's own obituary.
Over the past few years, there have been a couple of academic research projects pretending to shed light on a particularly thorny issue—whether slot players can tell the difference between a regular slot machine and one that is significantly “looser.”
Employee “empowerment” has been a part of the business vocabulary for a few decades now. The term generally means giving team members the authority and the power to make a decision on behalf of a customer, typically one who has had a bad experience.
What are those small things that can make a big difference? Well it can vary by casino, by time of day and by situation. I know it can certainly vary by customer (I hate a crap game with adversarial dealers, for example).
Airline and hotel companies have long realized they have a time-sensitive product inventory (hotel rooms and plane seats) that expires daily… and if they don’t sell those rooms or seats on a particular day, they have zero chance of ever reaching full potential revenue goals.