September 2017
Beginner to intermediate
272 pages
4h 32m
English
book
The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience
by David Norton
Content preview from The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience
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CHAPTER9
Sales and “VIP” Service Providers
The most underrated thing we did at Harrah’s—at least to external eyes, based on what has been publicized—was revolutionizing the casino host business. Hosts are analogous to personal shoppers or financial planners that manage the experience for the top customers. In the first few years I was at Harrah’s, the focus of all our capability development was below the VIP level, partly because there was a belief within the company that outsiders to the industry shouldn’t touch the VIP business. And from 1999 ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.