Disney cruise reveals five important casino customer service lessons.
Boise, ID (PRWEB) May 16, 2013
Casino consultant Martin R. Baird has revealed five customer service lessons in a Disney cruise column he wrote for Casino Journal magazine. Baird, who is chief executive officer of Robinson & Associates, Inc., a guest service consulting firm to the global gaming industry, wrote about a cruise he and his family recently took and the column appears in the magazine’s May 2013 issue.
“Disney has an amazing reputation for AWESOME customer service,” Baird says. “They are often mentioned as one of the best in the business for great guest service. With increased competition, casinos need to look long and hard at their reputation for service. Do the reviews on Google+, TripAdvisor and Yelp match the level of service they think they are providing?”
Those interested in learning from this informative column may click here. All casinos can benefit from the five key messages conveyed in the column, Baird says.
The five lessons are:
– Consistency is invaluable.
– Treat guests like rock stars.
– Service standards create magical moments.
– Guest acknowledgement is an important element of casino customer service.
– It doesn’t matter who you are.
About Robinson & Associates
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 http://www.casinocustomerservice.com 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 http://www.mbaird.blog.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.