The casino industry is a uniquely challenging industry with fierce competition. With the spread of gaming throughout nearly every state and ever changing laws about online gaming, the customer journey is more important than ever. Elite CX Solutions has the expertise in the gaming industry that will give you the competitive edge you need to succeed. Our knowledge will help you to achieve and/or maintain ratings such as Forbes, AAA and Trip Advisor for your hotel, spa and restaurants.
VoC technology tells you what is being said about your casino. Know what your competitors are saying about you as well as their own promotions. Hear from your players about previous experiences to tailor new customer journeys. Ensure your online presence represents your casino in the best light possible. The collected data directs our attention to the areas that are most important to your players.
Telephone mystery shops will let you know how the first point of contact is handled. Tailor this experience to turn inquiries into reservations. We can record these calls to use as training tools for individual associates as well as the team as a whole.
When a player arrives at your casino, they have high expectations to be treated well, to have their loyalty rewarded and to be entertained. A combination of Video/Written/Audio/Telephone and Web mystery shopping can help your team capitalize on every opportunity for additional and premium services. Hidden Video Mystery Shops provide verifiable and actionable footage that can be used to create powerful training modules. We can incorporate Audio Recorded Mystery Shops of in-person visits and telephone calls to enhance the training program. Written mystery shops can help to add more data to the pool ensuring validation of the findings and enabling more associates to be evaluated.
Conducting branding and facility audits at all of your casinos will measure the success of your program. It will highlight how well your vision for the company is being realized. It also ensures brand continuity throughout your properties.
For more information on how Elite CX Solutions can work to improve your casino through a comprehensive Customer Experience Management Suite, please contact one of our Business Development Managers at (727) 674-0300 or email us at Info@EliteCXS.com.