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Linking An Internal Casino Improvement Program to Guest Advocacy Can Help Determine Return On Investment, Says Robinson & Associates, Inc.
(PRWEB) July 11, 2007 -- When casino executives change their attitude about the cost and purpose of internal improvement programs and link them to creation of guest advocates, they are well on their way to establishing a return on investment that will help them determine the benefits of their efforts, 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 about casinos and ROI.
"Too many casino executives view a measurement and improvement program, such as improved guest service, as an expense," Baird says. "In reality, it's an investment in the casino and its people. An improvement program is not like bricks and gaming machines that management can show on a balance sheet, but it's still an investment nonetheless. And when the program is tied to the creation of guest advocates, tracking of ever-growing numbers of advocates and improved revenues can result in an actual ROI for the improvement program."
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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