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