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 approach
Table of contents
- Open
- Prelude
- Foreword
- Part 1: A Broader View of Loyalty
- Chapter 1: Customer Centricity and All Its Components
- Chapter 2: Loyalty Programs
- Chapter 3: The Evolution of Total Rewards
- Chapter 4: Innovative Loyalty Design in Other Industries
- Part 2: Creating an Analytically Inquisitive and Innovative Culture
- Chapter 5: Organizational Dynamics
- Chapter 6: Hiring Practices
- Chapter 7: Marketing Organizational Structure and Talent
- Chapter 8: Using External Resources
- Chapter 9: Sales and "VIP" Service Providers
- Chapter 10: Customer Service and Contact Centers
- Chapter 11: Measuring Service and Driving Customer Satisfaction
- Chapter 12: The Role of Research
- Chapter 13: Brand Advertising Measurement the Explosion of Digital Media
- Chapter 14: Leadership
- Part 3: The Proliferation of Digital and Big Data
- Chapter 15: Impact of Big Data
- Chapter 16: Interactive CRM
- Chapter 17: Putting It All Together
- Chapter 18: Innovation
- Conclusion and Epilogue
- Close
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-Ascent Audio
- ISBN: 9781259862977
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