Citing Casino Marketing Executives’ Need to Embrace Online Reputation Assessment, Announces Custom Casino Reputation Analysis

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Citing casino marketing executives’ need to understand that online reputation can make or break their property, announces online casino reputation analysis.

Improving casinos customer service for almost 20 years!

Casino Customer Service

We’re offering a free reputation analysis because casino marketing executives need to embrace management of their property’s online reputation. What customers read about a casino online can make or break a property.

Because casino marketing departments need to actively embrace measurement, management and improvement of their property’s online reputation, today announced it is offering a free custom casino reputation analysis.

Interested casinos may request a reputation analysis by signing up at

“They will be asked to provide the casino’s name, city, state and website address,” says Martin R. Baird, chief executive officer of and Robinson & Associates, Inc., a guest service consulting firm to the global gaming industry. “With that information, we can provide them with an analysis of what their existing and prospective customers are finding out about them online.”

The analysis will give casino executives positives and negatives and also will provide specific recommendations on how to improve the property’s online reputation.

“The analysis is free because we want casinos to know exactly how they look online and don’t want to make cost a barrier,” Baird says. “With 20 years of experience helping casinos improve their customer service, we know how important word of mouth is to a property’s long-term success. Now, online reputation can make or break a casino.”

Casino online reputation is created by comments posted at such sites as Facebook, Twitter, Yelp and TripAdvisor and they become an integral part of a customer’s selection process, Baird says. “Not that long ago, a casino guest would tell five to nine people if he had a bad gaming experience,” Baird notes. “Today, the average Facebook user has 130 friends and they will all know about the bad experience. That’s why online reputation is such a key factor in a customer’s decision on where to play. People look for feedback on the hotel, the restaurant and – always – the overall quality of customer service.”

Reputation management requires a multistep approach, Baird says. “Online comments are a symptom of a guest’s gaming experience,” Baird explains. “If a casino has a number of people who say the property has poor service, the casino must do more than post new comments to drive the negative ones down. It very likely must address a systemic issue. The casino needs to measure its reputation, manage it and improve it.”

Reputation is one of the things people value the most, Baird notes. “As a matter of fact, wars have been fought because of a person saying negative things,” Baird says. “There’s no reason to take it that far. All casinos have to do is reach out to us to receive their analysis and then focus on improving what needs to be improved.”

About Robinson & Associates and

Martin R. Baird is a casino consultant and chief executive officer of Robinson & Associates, Inc. For 20 years, Robinson & Associates has been dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. A Boise, Idaho-based consulting firm to the global gaming industry, Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. Recently, it announced Simply Share, a real-time customer feedback platform that makes it fast and easy for casino customers to share their experience directly with casinos instead of posting comments online at social media sites.

For more information, visit the company’s Web site at or contact Lydia Baird, director of business development, at 208-991-2037 or lbaird(at)raresults(dot)com. Read about casino customer service improvement at Martin Baird’s blog at Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.


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