"If you deliver a better customer experience, you will ultimately drive greater returns on investment. Harrah’s is a great example of this. Using its loyalty card, the casino’s computers track the play of thousands of customers at any time. Out on the gaming floor, the systems monitor the machines and tables. If a good prospect is having a run of bad luck at the slots, a “Luck Fairy” staffer descends with an offer of a free show or meal later that night – just enough to keep the player playing."
In loyalty3600
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