Tight Budgets, Impatient Guests: Why Service Still Wins with Shep Hyken скачать в хорошем качестве

Tight Budgets, Impatient Guests: Why Service Still Wins with Shep Hyken

When budgets are tight and guests are impatient, it’s easy to start cutting in the wrong places. Customer service and experience expert Shep Hyken says the one thing you should never cut is what the customer feels. The moment you reduce the guest experience, your players will go looking for it somewhere else — especially when they know what “great” looks like from other brands. In this conversation, Shep joins Julia Carcamo to talk about why service still wins in casino marketing, even when your promotions budget is under pressure. They dive into why about six out of ten customers will choose an experience where price is less important than how they’re treated, and how that plays out on a busy casino floor. Shep also explains why guests no longer compare you only to the casino down the road; they compare you to the best experience they’ve had anywhere and expect you to match that standard. You’ll hear insights on: Why cutting the guest experience is the most expensive “savings” you’ll ever chase How saving customers’ time is one of the most powerful ways to show respect What it means to make players feel like your only customer in a crowded casino How trust is built (or broken) by small, everyday service decisions Practical ideas for regional casinos to stand out with service, not just offers If you’re responsible for casino marketing, player development, guest services, or operations, this conversation will give you language and ideas you can use with your team and your GM the same day. 👤 Guest: Shep Hyken Customer service & experience expert, keynote speaker, and Chief Amazement Officer Learn more about Shep: hyken.com Learn more at www.jcarcamoassociates.com/. Get insights delivered to your inbox: https://bit.ly/3MS2pOz Join the most effective casino marketing training. https://bit.ly/3MXUe3c