Casino Marketing Directors Need to Stop Measuring Customer Satisfaction and Start Measuring Guest Advocacy, Says Robinson & Associates, Inc.

Casino marketing directors are expected to do more and more these days and one way to meet that challenge is to stop measuring guest satisfaction and start measuring guest advocacy.

Annapolis, MD (PRWEB) December 5, 2007 -- Casino marketing directors are expected to do more and more these days and one way to meet that challenge is to stop measuring guest satisfaction and start measuring guest advocacy, says Robinson & Associates, Inc., (http://www.advocatedevelopmentsystem.com) a customer service consulting firm to the gaming industry.

Martin R. Baird, chief executive officer of Robinson & Associates, offers the following tip.    

Tip:

"Guest satisfaction surveys and comment cards are a waste of time, energy and money," Baird says. "If marketing directors need to do more, the best way to start is by dropping activities that just burn time and generate no meaningful results for the casino. Harvard University published research that shows that the concept of satisfaction is fickle and everyone in gaming knows how fickle guests are. Casinos should measure how many guest advocates they have because advocates create repeat and new business."

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at mbaird @ casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com. 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

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