When budgets are tight and guests are a little impatient, it’s tempting to cut in all the wrong places. Customer service expert Shep Hyken argues that if you cut the experience, you’re inviting your best players to go find it somewhere else. In this episode, Shep joins Julia Carcamo to unpack why service still wins in casino marketing — and how regional casinos can protect the guest experience without blowing up the budget.
Why Service Still Wins When Casino Budgets Are Tight
Shep explains why about six out of ten customers are willing to choose a business where price is less important than the experience they receive, and what that means for casino operators. He and Julia talk about how guests no longer compare you only to the casino down the road; they compare you to the best experience they’ve had anywhere — from airlines and hotels to retailers and streaming services. That new benchmark changes the way we should think about service, comp decisions, and what we cut when we’re under pressure.
Saving Players’ Time as the Ultimate Sign of Respect
You’ll also hear Shep’s perspective on saving customers’ time as a form of respect, and how to design moments that make every player feel like your only customer on a crowded gaming floor. The conversation touches on trust, transparency, and the small service behaviors that separate forgettable casinos from the ones players talk about and come back to.
Practical Service Lessons for Regional Casinos
If you’re responsible for casino marketing, player development, guest services, or operations, this episode will give you practical language and ideas you can take straight to your next leadership meeting.
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