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The Las Vegas Loyalty Battle Is Over. What’S Next?, Oliver Lovat
The Las Vegas Loyalty Battle Is Over. What’S Next?, Oliver Lovat
International Conference on Gambling & Risk Taking
The strategic mission by Las Vegas casino operators to capture customer loyalty over the past decade has been a success. In 2021, 57% of visitors were generally loyal to a particular resort, compared to 32% in 2011. Only 7% of visitors were not a member of any rewards program in 2021, compared to 16% in 2011.
This has consequences for new market entrants who face a greater challenge to capture customers in a more mature, consolodated and strategic business environment.
Moreover, the drivers of loyalty remain different within the various customer segments, with the new generation of visitors responding less …
Premier: The Magazine Of The Unlv Harrah Hotel College, Angela Ramsey, Caitlyn Lopez
Premier: The Magazine Of The Unlv Harrah Hotel College, Angela Ramsey, Caitlyn Lopez
Premier: The Magazine of the UNLV Harrah Hotel College
What a privilege it has been to serve as dean of the Harrah College of Hospitality over the past ten years!