Annapolis, MD (PRWEB) March 19, 2007
Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., will be a presenter March 28 during the 2007 trade show of the National Indian Gaming Association. His presentation will focus on why guest satisfaction surveys are a waste of casinos' resources.
Titled "Four Mistakes Your Casino Is Making If You Are Measuring Guest Satisfaction," Baird's presentation will be from 9 to 10 a.m. The NIGA show will be held March 25-28 in Phoenix, Ariz.
"Casinos routinely measure guest satisfaction, thinking that will give them the data they need for future growth," Baird says. "Research shows there is no correlation whatsoever between customer satisfaction and the growth of any business. Casinos need to measure guest advocacy, not satisfaction."
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(at)casinocustomerservice.com 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.
Martin R. Baird
Robinson & Associates, Inc.