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Cross functional mandates like guest experience will suffer without constant nurturing β€” successful organizations achieve this by having Champions in each department to create a groundswell of change and keep guest experience in focus day-to-day. Since then, there has been a fundamental shift in marketing from casino gaming to restaurants, entertainment, retail, and nightlife. Here are the top three things they do:. Remember though, everyone has a role in delivering exceptional guest experience. Keep silos from re-forming: Departments within organizations have a natural tendency to focus on the day-to-day things that define their function. Today, casinos and gambling are as common as the local convenience store β€” commercial casinos, tribal gaming, online, lottery, sports, and racing present a myriad of options for gamers today, all at their fingertips or within a short drive. For more information, contact Jim Nickerson at or jnickerson whitesandgaming. Developing an exceptional guest experience is much more than just creating service level standards and training programs. Companies which are truly Customer Centric know this…. WhiteSand has partnered with Strativity, a leading guest experience strategy company working with Fortune companies around the world. Plan, Execute, Learn, Adjust, Repeat! Guest experience centric organizations develop long-term, detailed plans which they execute against, track and learn from in order to continuously improve execution. Successful guest experience centric organizations recognize and utilize available skill sets across their operation, encourage teaming and bring in new people as necessary as needs are identified. The first installment will focus on creating and delivering an exceptional guest experience; the next installment will discuss creating memorable experiences for guests; and, the final installment will cover guest experience technology concepts. Think about your favorite restaurant: what makes it your favorite?

This is the first of a three part series exploring the guest experience in casino resorts. Two firms to conduct market studies for proposed Cedar Rapids casinos. Join our mailing list.

Working together with Strativity, we create a program with four key components to create an exceptional guest experience:. Together with Stravity, we can demonstrate measurable results of increased revenues and greater market share, providing you with a distinct competitive advantage. WhiteSand incorporates many different tangible and intangible aspects into our customized programs to create an exceptional guest experience program. This is the time we now look to create an exceptional guest experience instead of just great customer service. As casinos around the country begin to match each other in quality of restaurants, entertainment, etc. That is when they try to use customer service to set themselves apart from the competition. In addition to the way guests are treated, everything they see, hear, smell, touch, and taste is part of the experience. But how is guest experience different from customer service? But as more and more casinos focus on improving customer service, it quickly loses its edge as a differentiator. In fact, gaming is so ubiquitous, that much of the mystique surrounding casinos has dissipated to the point there has been a polar reversal of gaming and non-gaming profit centers: non-gaming revenue surpassed gaming revenue years ago in Las Vegas and the trend is rapidly spreading to other jurisdictions.