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

Table of contents

1. Open 00:00:20
2. Prelude 00:03:53
3. Foreword 00:03:52
4. Part 1: A Broader View of Loyalty 00:06:49
5. Chapter 1: Customer Centricity and All Its Components 00:31:32
6. Chapter 2: Loyalty Programs 00:19:18
7. Chapter 3: The Evolution of Total Rewards 00:25:40
8. Chapter 4: Innovative Loyalty Design in Other Industries 00:22:30
9. Part 2: Creating an Analytically Inquisitive and Innovative Culture 00:09:53
10. Chapter 5: Organizational Dynamics 00:20:36
11. Chapter 6: Hiring Practices 00:05:29
12. Chapter 7: Marketing Organizational Structure and Talent 00:19:58
13. Chapter 8: Using External Resources 00:21:48
14. Chapter 9: Sales and "VIP" Service Providers 00:07:24
15. Chapter 10: Customer Service and Contact Centers 00:21:41
16. Chapter 11: Measuring Service and Driving Customer Satisfaction 00:10:36
17. Chapter 12: The Role of Research 00:13:33
18. Chapter 13: Brand & Advertising Measurement & the Explosion of Digital Media 00:11:46
19. Chapter 14: Leadership 00:14:53
20. Part 3: The Proliferation of Digital and Big Data 00:09:59
21. Chapter 15: Impact of Big Data 00:10:13
22. Chapter 16: Interactive CRM 00:06:37
23. Chapter 17: Putting It All Together 00:05:48
24. Chapter 18: Innovation 00:08:12
25. Conclusion and Epilogue 00:06:17
26. Close 00:00:32