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.
