The marketing guru of Caesars/Harrah’s shows how you can double-down and win with a proven data-driven approach Walking through Caesars in Las Vegas may seem like a dream—the lights are not too bright, the temperature is perfect, and everything is within your reach. But behind this “magical” experience is a carefully choreographed performance based on deep understanding and rigorous analysis of extensive data to help ensure guests have an incredible and personalized experience. The Caesars marketing story is recognized as one of the best examples of using data to improve the customer experience and marketing effectiveness in all of business. Marketing legend David Norton orchestrated the initiatives that made Harrah’s/Caesars Entertainment one of the greatest marketing companies in the world. His approach of using data to identify opportunities for the business, developing the narrative to sell throughout the organization and partnering with various constituents to drive successful implementation operationally is unparalleled. In The High Roller Experience, he shares his secrets to creating an unbeatable marketing strategy. In addition to discussing core items such as analytics, CRM and loyalty programs, he examines the leadership and organizational processes required to create a customer-centric and data informed business. The author also shares case studies from the work at GALE helping companies leverage technology advances to improve the customer experience and build customer loyalty across a wide-range of industries. With this book to guide you, you’ll learn how to use loyalty programs, analytics, and technology to drive phenomenal transformational change and rapid revenue growth within your own organization.

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Marketers are harnessing the enormous power of AI to drive unprecedented results The world of marketing is undergoing major change. Sophisticated algorithms can test billions of marketing messages and measure results, and shift the weight of campaigns—all in real time. What’s next? A complete transformation of marketing as we know it, where machines themselves design and implement customized advertising tactics at virtually every point of digital contact.The Invisible Brand provides an in-depth exploration of the risks and rewards of this epochal shift—while delivering the information and insight you need to stay ahead of the game. Renowned technologist William Ammerman draws from his decades of experience at the forefront of digital marketing to provide a roadmap to our data-driven future. You’ll learn how data and AI will forge a new level of persuasiveness and influence for reshaping consumers’ buying decisions. You’ll understand the technology behind these changes and see how it is already at work in digital assistants, recommendation engines and digital advertising. And you’ll find unmatched insight into how to harness the power of artificial intelligence for maximum results.As we enter the age of mass customization of messaging, power and influence will go to those who know the consumer best. Whether you are a marketing executive or concerned citizen, The Invisible Brand provides everything you need to understand how brands are harnessing the extraordinary amounts of data at their disposal—and capitalizing on it with AI.

The next generation, Gen Z, is more different than any other generations compared. With Next Generation Customer Experience, Jeofrey Bean (Customer Experience Revolution and Customer Experience Rules!) and contributing author Vineetha Raveendran answer the question, "What is essential to create an engaging and profitable next-generation customer experience for Gen Z customers?" The authors guide us through concepts like The Customer Experience Effect: the impact of desirable experiences on increasing advocacy, helping to expand business revenues while reducing the costs of marketing, sales, new customer acquisition and support. Bean and Raveendran share their insights on Generation Z and why it's essential to understand how different Gen Z is from all previous generations. There is more to next generation customer experience development and leadership than Gen Zs themselves. There are important capabilities found in next generation CX leaders, who use next generation economics (behavioral economics) to get a vastly improved view of what people will or might do, what they will or might buy. Thought leaders of behavioral economics and examples of how you can apply it to customer experience are here. Next Generation Customer Experience focuses on innovating customer experiences revealing how it really happens and the distinctive characteristics of successful innovators. Then there are examples from Don DiCostanzo at Pedego electric bike, Jack Dorsey at Square, Björn Granberg at SkimSafe/SkimSure, Intuit, CourseKey, and more. This book is practical and innovative with a compelling blend of shared experience, research, charts, and real business stories bringing insights to life. There are templates including: Key elements of a customer experience buyer persona; The customer, guest or patient experience interaction evaluation tool; Findings organization; and the Out-of-Box Customer Experience Development and Testing template. You and your colleagues will find these templates indispensable for delivering your own customer experiences. The next generation will significantly increase the number of customer experience-first markets. The customer experience leaders of the next generation will go beyond being financially successful to being significant to their customers' lives. They will purposely help define the next generation of customer experiences. Reading Next Generation Customer Experience will help you get there and stay there! "If you are looking to improve your customer experience, this will be a resource you will turn to again and again. Like an expert travel guide, Next Generation Customer Experience has many gold nuggets and inspiration on what actions you can take to get the most out of what you are trying to achieve. You'll find the answers here." - Kate Gorman, CX Director, CSBA (Customer Service Benchmarking Australia) "Jeof does it again! This book builds on existing CX approaches while introducing the latest concepts and frameworks for CX innovation. A definite must read for all interested in increasing growth, customer advocacy, and profitability!" - Dann Allen, Executive CX Strategic Advisor and former CX Executive at MUFG Union Bank and Bank of the West

What's wrong with targeted advertising in political campaigns? Should we be worried about echo chambers? How does data collection impact on trust in society? As decision-making becomes increasingly automated, how can decision-makers be held to account? This collection consider potential solutions to these challenges. It brings together original research on the philosophy of big data and democracy from leading international authors, with recent examples - including the 2016 Brexit Referendum, the Leveson Inquiry and the Edward Snowden leaks. And it asks whether an ethical compass is available or even feasible in an ever more digitised and monitored world.

In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.

This book spans nearly 35 years of Naomi's experiences as a moderator and a trainer of qualitative researchers. It covers a full range of QREs (Qualitative Research Events) from IDIs to extended groups.There are tools, tips, and techniques for moderators who run the gamut from new to the industry, to those with long years of research experience. It grapples with knotty questions and concerns that affect those working in market research environments. Henderson guides readers through an exploration of the reasons behind the importance of knowing that what counts in life cannot be measured on a scale, teaching them to navigate the territory of the heart below rational logic of the mind. Now in its third edition, Secrets of a Master Moderator, includes a glossary, index, and sample documents to aide any qualitative market researcher sharpen their skills.Praise for Secrets of a Master Moderator:"e;What comes through clearest in her work is Naomi's vast experience as a master moderator, consultant, educator, and presenter. This book distills the advice and wisdom from countless hours on the front lines of practice, deep in the trenches among consumers and clients."e;- Hy Mariampolski, PhD. QualiData Research Inc."e;It is jam-packed with tips, a valuable tool that I wish I had been able to access 20 years ago when I was starting to commission and then conduct qualitative research... The book is a 'how to,' a dictionary, a textbook, and a series of relevant anecdotes about the practice of qualitative research."e;- Nancy Kramarich, Anderson DDB Health & Lifestyle"e;This book is a gem and is likely to become a standard reference on the QRC's bookshelf."e;- Kay Corry Aubrey, Usability Resources, Inc."e;The book is inspired in its composition and content; at times profound and insightful, light and funny in others...It is the 'next best thing' to having Naomi on speed dial!"e;- Miguel Martinez-Baco, ORC International

Slot machines are the backbone of most casinos. They earn the most money and determine the physical layout of the casino floor. The management of slot machines, which includes overseeing employees, selecting machines, designing the playing space, resolving customer disputes, and conducting analyses to improve operations, is a challenging field whose complexity has grown as the machines themselves have become more sophisticated. To better document the current issues in slot management--and the change the field has seen over the past four decades--the University of Nevada, Las Vegas Center for Gaming Research conducted an oral history project. Those interviewed were at all stages of their careers. Drawn from these interviews, Tales from the Slot Floor features slot managers discussing several of the most important issues in today's casino world, including: the optimal layout of a slot floor; the qualities demonstrated by both good and bad managers; what customers want from their visits to the casino; the vendor/casino relationship; appealing to millennials; and what the future holds. In addition, those with long careers share their views on the changes they have seen, and all subjects offer their advice to those embarking on a career in slot management. For those interested in becoming slot managers, or those just curious about how casinos work, Tales from the Slot Floor gives you the inside story of slot operations, from those who do it.

Upper Saddle River, N.J. : Creative Homeowner,

"Themed spaces have, at their foundation, an overarching narrative, symbolic complex, or story that drives the overall context of their spaces. Theming, in some very unique ways, has expanded beyond previous stereotypes and oversimplifications of culture and place to now consider new and often controversial topics, themes, and storylines."--Publisher's website.