(PRWEB) May 17, 2006 -- Casinos looking for a turnkey program that takes the hassles, worry and guess work out of generating future growth need look no further than the new Advocate Development System announced today by Robinson & Associates, Inc.
Advocate Development System combines Robinson & Associates' Advocate Index™ methodology with best business practices to create casino success.
«The business environment in the gaming industry is highly competitive and casinos must be equipped with the proper tools to drive themselves forward for continued success,» says Martin R. Baird, chief executive officer of Robinson & Associates, a customer service consulting firm for the gaming industry worldwide. «Advocate Index is the one number casinos need to plan their future growth and Advocate Development System gives them a structured program to leverage the index and take action.»
Last October, Robinson & Associates announced its Advocate Index, a proven methodology that, through a simple survey, measures the degree to which casinos have guest advocates – guests who would be willing to risk their reputation and act as advocates for a casino by spreading positive word-of-mouth advertising of their own free will. The methodology behind Advocate Index is the result of more than a decade of research in more than a dozen industries that concludes the index has strong correlation to future growth.
«Advocate Index is the baseline number that reflects where a casino is at that moment,» Baird says. «Advocate Development System utilizes the index and best practices to gauge, monitor and improve the casino's performance and guest service. The end result is creation of more guest advocates and ever higher index scores. The higher the score, the more successful the casino will be because advocates are highly likely to return to play again and generate new business through the positive word they spread about the casino.»
The best practices are leadership, program management, goals and metrics, incentives, action planning, improvement, and guest and employee closure. Baird explains them as follows:
Leadership. Management must act as leaders to create a culture that clearly demonstrates how important guest advocates are. A property's executives and managers must do more than simply support the changes needed to generate improvement. They must lead by example.
Program Management. A formal program is developed and monitored. Robinson & Associates partners with a casino on the implementation of Advocate Development System and designs it so that the casino can take over when the time is right.
Goals and Metrics. Measurable goals and metrics are established for all departments within the casino. They are tied to a common goal to create incremental progress and profits.
Incentives. Employees are critical to providing the kind of customer service that turns guests into advocates. Incentive, reward and recognition programs are implemented to spur them on.
Action Planning. An action plan is crafted to determine who will do what, when they will do it and why they will do it.
Improvement. Internal improvements are identified and implemented to create more guest advocates. The improvement process likely will involve educational, fun and participant-centered training for all employees.
Guest and Employee Closure. Employees will want to know how things are progressing. Keeping them informed gives them closure. As part of the system, guests will be asked how the casino can be a better place to play. Guests have closure when the casino tells them how their input was used.
«Advocate Development System creates a focus on methods and programs that will bring increasing numbers of guests to a casino and cause existing guests to return more often, play longer and have such a positive experience that they themselves tell others to visit the casino,» Baird says. «Advocate Development System is a reliable, consistent and effective system that will revitalize and support phenomenal growth at casinos.»
For more information, visit the Advocate Development System Web site at AdvocateDevelopmentSystem.com, call 206-774-8856 or e-mail Lydia Baird, director of business development, at e-mail protected from spam bots. In addition to information on the system and best practices, the Web site also outlines 11 reasons for why a casino can benefit from the system, seven mistakes casinos make when it comes to improving their guest service and 10 top reasons for why customer satisfaction surveys fail. The site also has a link to an Advocate Index white paper.
Robinson & Associates also has a Casino Customer Service Web site at CasinoCustomerService.com.
Based in Annapolis, Maryland, Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
Contact:
Martin R. Baird
Robinson & Associates, Inc.
http://www.advocatedevelopmentsystem.com
http://www.casinocustomerservice.com
480-991-6420
In addition to online casino news hot off the presses, OCN shows you the best first deposit bonuses at the best online casinos on the web. We've spared you the search by putting together a list of the latest and greatest first deposit bonuses around. So, all you have to do is click and enjoy!
| Name | First Deposit |
|---|
| 500$ |
| 150% up to $150 |
| 100% match upto $200 |
| up to 350$ |
| $777 Welcome Bonus |
| 100% up to $500 |
| 1000% |
Most Recommended Casino Books
The release of a new game is always a special event in the gambling industry, but when Microgaming, ...
The sixth annual European i-Gaming Congress and Expo got underway at the spacious Barcelona Diagonal...
The United States government released proposed guidelines for the Unlawful Internet Gambling Enforce...
On October 1, 2007 the Federal Reserve and the Department of the Treasury released their joint repor...
Although the passage of the UIGEA last year made it difficult for American players to gamble online,...
Are the new lax gambling laws causing more and more Britons to be under the sway of compulsive gambl...
You may have a surprise in your Full Tilt Poker Account today! After recent allegations that bots we...
Coming off a 26th-place finish at the World Series of Poker, Rancho Mirage's Roy Winston won the Bor...
But the Gloucester Township homemaker never expected another fight -- this time with bureaucrats -- ...
It should come as a surprise to no one that charity-poker games have emerged in recent years as an i...
Spurred by the three-month success of high stakes poker, the Naples-Fort Myers Greyhound Track’s pok...
Online Casino Group Betfair has announced that it has boosted its IT energy efficiency to support it...
Rumors have been circulating for a while now about the future of 32Red.com and its Gibraltar-based B...
CryptoLogic has announced that they have received exclusive rights to make slots and other casino ga...
Since the beginning of the U.S. Presidents first term, the Bush administration has been trying to ke...
The coastal casino in the State of Mississippi have had a diffilcutl few years, yet it seems that th...
Her Majesty Queen Elizabeth II recently found that not only was she one of the most richest women in...
It seems that there is no limit to how low some online casinos can go in order to secure a profit. V...
After a 10-month investigation into the slimy world of Internet "casinos or sports books", Americas ...
It looks like the team behind Online-Casinos.com want to make their online casino portal a fun place...
Positive Experience Begins Even Before Guests Step Out of Their Cars at Harrah's, St. Louis Casino &...
Penghu, a set of islets off Taiwan, is trying to be the next Macao by building a casino town to lure...
The battles against the draconian UIGEA seems to be gaining momentum in the world courts. Here are t...
The Online Casino industry has experienced the worst setback that it ever has since UIGEA. However, ...
The recent British Online Gambling Act has sent the online casino industry into a flurry of exciteme...
As agreed by all interested parties, the hearing that was to take place on the issue of repealing th...
eCOGRA, the world's Internet Pilce Officer, has announced that it approves of the measures taken in ...
Playtech has announced that its Cheif Financial Officer, Shuki Barak, is leaving the group. ...
The Gambling Act is the first peice of legislation that has been passed in the UK about gambling. Wh...
Have you committed a crime in order to pay gambling debts? When you gamble, do you go back another d...
America’s Attorney General Alberto Gonzales has at long last bowed to pressure and has resigned from...
As of today, online gambling in the United Kingdom, as well as advertising from online casino operat...
PartyGaming PartyGaming published their first-half interim results this week, reporting an expected ...
In papers filed today, the US District Court of New Jersey, Trenton Division, has granted a motion o...
Malta is the next online casino superpower, it seems. Here is the storty how a little country draws ...
For some addicts, a casino can be the root of all evils. For others, a fix can come from visiting th...
The new piece of legislation banning advertisements in the UK has caused some stir in the online gam...
Pachinko has become one of the most popular games in the world. Here are a few tips that will help y...
Dynasty Gaming Inc has announced another resignation from the company, this time in the form of Boar...
| Name | Payout | |
|---|---|---|
 |
Rushmore Casino | 97.2%
|
 |
||
 |
Las Vegas USA | 97.33%
|
|
||
 |
Super Slots | 98.9%
|
|
||
 |
BetUS | 99%
|
|
||
 |
Cool Cat Casino | 98%
|
|
||
 |
Crystal Palace Casino | 97.5%
|
|
||
 |
Club USA Casino | 97.5%
|
|
||
Online Casino News - news
from the world of
online casinos RSS Feed.
The OCN directory is currently in development and will be available soon. If you are interested in adding a link, just click on the “Add Link” button. Thanks for your patience.
You do not need prior permission to link to any of the pages on this site. Limited copyright is granted for you to use and/or republish any of the articles on this site for any legitimate media purpose as long as you reference OCN as the source, and include a link referring the reader to the OCN site.