Detachment is a key ingredient in customer defection from casinos. The energy on a busy casino floor comes from the games, lights, sounds and the people. It is an up beat party atmosphere with a lot going on everywhere that is hosted perceivably by the front line staff of the brand. If you have ever hosted a party, you made sure that none of your guests were abandoned or had a bad time. You involved everyone in the experience. And if your friends had a great time, they told you about it and they talked about it with many of their friends long after. But if they had a bad time, they told everyone about it except you.
In casinos, every front line employee is hosting the party. They are trained to interact and focus on customer needs in order to insure that the guest’s experience is a good one throughout their stay. As modern casinos become technologically advanced, customers have fewer reasons to interact with traditional floor staff. For example; as automation proliferates and more real-time data is provided behind the scenes about customers on property, key decisions can be made about everything a customer desires during a trip without the customer actively participating in a dialogue with a real person.
