CUSTOMER EXPERIENCE


As Forbes sees it, "Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is. You may think you have high-quality products and a strong customer experience, but if a customer gets a broken product that isn’t fixed, their perception of your company as lower quality then becomes the reality."


This is as true for the casino industry as any other industry, perhaps even more so because the product that casinos offer differ little from one casino to another. It's the experience and the emotional sense and perception of that experience that truly counts; this is where CX thrives. Above all else, the ultimate goal of a CX system is to drive customer loyalty. 



Loyalty

Loyalty is so important for a casino operator because customers become more profitable over time; increased profits can be derived from increased purchases, reduced operating costs, profits from customer referrals, as well as profits from price premiums as long-term customers are more comfortable paying regular prices for services rather than being tempted into using a businesses’ lower profit products and/or services.


Another important element to a strong customer experience solution is a powerful Multichannel Marketing Hub (MMH). Gartner defines the MMH as a technology that orchestrates a company's communications with and offers to customer segments across multiple channels. These include websites, mobile, social, direct mail, call centers, paid media and email. MMH capabilities also may extend to integrating marketing offers/leads with sales for execution in both B2B and B2C environments.




Campaign Management

A campaign management solution can enable a casino to develop and manage personalized customer communications strategies and the timely delivery of offers to its patrons. It allows users to rapidly create, modify and manage multi-channel, multi-wave marketing campaigns that integrate easily with any fulfillment channel, automatically producing outbound (contact) and inbound (response) communication history. Users can define target segments, prioritize selection rules, prioritize offers across multiple campaigns and channels, select communication channels, schedule and execute campaigns, and perform advanced analyses to predict and evaluate the success of customer communications.



Multi-Channel Marketing

Most of today’s solutions provide the capability to represent complex data structures in a format appealing and comprehensible for business users in order for them to make sound business decisions. These capabilities provide a business metadata layer shielding users from the complexity of data structures and guarantees operational efficiencies when dealing with customer data for campaign purposes.


These solutions also provide users with a single intuitive GUI, based on drag and drop tools to provide a single point of managing all campaign tasks and activities – marketing briefs, campaign details, campaign segmentation and targeting logic, campaign workflow including treatments (offers), communications, delivery channels, scheduling and execution and response attribution. 

Define

Intelligencia can help define your CI + CRM problem as well as provide options for the CI, CX, + CRM products available to you. 

Integrate

Getting your data properly set up and cleansed is an integral step in creating a CX, CRM, marketing, and loyalty system that stands out.

Campaign

Intelligencia can help you build personalized customer communications strategies that will create one-to-one marketing on a massive scale.

Analytics

Now it's time to understand your customers so you can provide them with a service they will honor with deep and long-lasting customer loyalty.  

CONTACT US

+852 5196-1277 HK

+853 6616-1033 Macau

505 Hennessy Road, Suite 613, Causeway Bay, HK

Rua da Estrela, No. 8, Macau

contact@intelligencia.co

Intelligencia

Intellligencia is a Hong Kong- and Macau-based software consulting company that works specifically in the hospitality, gaming, fintech, esports, manufacturing, retail, sports betting, and travel industries. Although located in Asia, we work with clients as far away as North America, Mexico, India, Armenia, Australia, and the Philippines.

Connect

Address: 505 Hennessy Road, #613, Causeway Bay, Hong Kong

Phone: +852 5196 1277

Email: contact@intelligencia.co

Website: www.intelligencia.co

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