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Casinos Should Launch Internal Operational Review With A Hard Look...

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, says Robinson & Associates, Inc., (http://www.advocatedevelopmentsystem.com) a customer service consulting firm to the gaming industry,

Martin R. Baird, chief executive officer of Robinson & Associates, offers the following operational-review tip.    

Tip:

"Launch an operational evaluation with marketing because that's where business starts," Baird says. "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."

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

Robinson & Associates may be reached by calling 480-991-6420 or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com.Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Media Contact:

Tom Ellis

Ellis Communications, Inc.

tellis @ casinocustomerservice.com

417-881-5635

http://www.advocatedevelopmentsystem.com

http://www.casinocustomerservice.com

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