Video description
The marketing guru of Caesars/Harrah’s shows business execs and CMOs how to double-down and win with a proven data-driven and customer-centric approachTable of contents
- Open 00:00:20
- Prelude 00:03:53
- Foreword 00:03:52
- Part 1: A Broader View of Loyalty 00:06:49
- Chapter 1: Customer Centricity and All Its Components 00:31:32
- Chapter 2: Loyalty Programs 00:19:18
- Chapter 3: The Evolution of Total Rewards 00:25:40
- Chapter 4: Innovative Loyalty Design in Other Industries 00:22:30
- Part 2: Creating an Analytically Inquisitive and Innovative Culture 00:09:53
- Chapter 5: Organizational Dynamics 00:20:36
- Chapter 6: Hiring Practices 00:05:29
- Chapter 7: Marketing Organizational Structure and Talent 00:19:58
- Chapter 8: Using External Resources 00:21:48
- Chapter 9: Sales and "VIP" Service Providers 00:07:24
- Chapter 10: Customer Service and Contact Centers 00:21:41
- Chapter 11: Measuring Service and Driving Customer Satisfaction 00:10:36
- Chapter 12: The Role of Research 00:13:33
- Chapter 13: Brand & Advertising Measurement & the Explosion of Digital Media 00:11:46
- Chapter 14: Leadership 00:14:53
- Part 3: The Proliferation of Digital and Big Data 00:09:59
- Chapter 15: Impact of Big Data 00:10:13
- Chapter 16: Interactive CRM 00:06:37
- Chapter 17: Putting It All Together 00:05:48
- Chapter 18: Innovation 00:08:12
- Conclusion and Epilogue 00:06:17
- Close 00:00:32
Product information
- Title: The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience
- Author(s):
- Release date: November 2017
- Publisher(s): McGraw-Hill
- ISBN: None
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