Robinson & Associates Will Introduce Guest Advocacy in Gaming for First Time Overseas at European Casino Summit

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U.S.-based Robinson & Associates, Inc., will present information on its Advocate Development System and Advocate Index™ for the first time overseas at the European Casino Summit next month in London.

U.S.-based Robinson & Associates, Inc., will present information on its Advocate Development System (ADS) and Advocate Index™ for the first time overseas at the European Casino Summit next month in London.

Martin R. Baird, chief executive officer of Robinson & Associates, Inc., was invited by summit organizers to discuss the company's Advocate Index and ADS during a Dec. 7 panel presentation titled "Next Generation Gaming: Maintaining Global Competitiveness in A Changing Gaming Landscape."

The European Casino Summit will be held Dec. 6-7 at the Business Design Centre. It will bring together key industry stakeholders, legal, regulatory and gambling associations from the land-based casino market and will explore such topics as excellence in gaming management, changes in gambling laws, responsible gaming policy and emerging gaming and casino technologies.

"We're honored to be participating in this outstanding summit and are thrilled to have an opportunity to bring our advocacy program to overseas markets," Baird says. "Casino guest advocacy is the way of the future for gaming properties worldwide that want to take the worry and guess work out of generating future growth. Advocate Index is the one number casinos need to plan their future growth and ADS is a turnkey program that allows them to leverage the index and take action. Guest advocacy is a new concept in gaming that will help casinos remain competitive."

Advocate Index is 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. ADS utilizes the index and seven best business 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.

Casinos that measure guest satisfaction are wasting their time because research shows that customer satisfaction has no correlation to the success of any business, Baird says. "Measuring advocates is the key and advocates are not the same as satisfied guests," Baird says. "Casinos that call their guests advocates or say they do guest analysis instead of guest satisfaction surveys are just using fancy new labels for the same things they have always done. They aren't changing the culture of their property. Guest advocacy in gaming is not about semantics. It's about statistical integrity that allows casinos to predict future growth."

Based in Annapolis, Maryland, Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It may be reached by phone at 480-991-6420, by e-mail or via its Web sites at http://www.advocatedevelopmentsystem.com and http://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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