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The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience by David Norton

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CHAPTER5

Organizational Dynamics

Successfully ingraining a customer-centric orientation within a company requires a number of organizational dynamics to be in place. These range from top-down support and push from the CEO to bottom-up training of frontline employees. Inefficiency in organizational processes at the very least leads to delays in capturing the value possible, and at the worst it leads to turnover among key personnel.

Having a CEO that supports CRM and loyalty initiatives is an important ingredient, as the CEO helps overcome obstacles ...

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