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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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INDEX

References to figures are in italics.

Accent, 129–139

accountability, 78–82

advertising

digital media, 163–164

quantifying returns, 158–164

See also brand campaigns

airline industry, customer service, 145–146

airline loyalty programs, 28

Delta Sky Miles, 45

Southwest Airlines, 29

Amazon.com, 65, 154

web services, 184

American Express, Membership Rewards, 33–34

Ampology, 200–201

analytics, centralizing, 70–74

Ask Gale surveys, 66–67, 155, 181

Atlantic City, 111–114

Bain Consulting, 108, 109

bankable currency, 41–43

Bass Pro Shops, 205

BBDO, 114

beverage on demand (BoD), 143–144

big data, 183–184

capabilities, 186–188

See also microclustering

Blue Martini, 123

boards of directors, 76–77

bonuses, 82–86

Booz & Company, 108, 109

brand campaigns, ...

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