Casino Marketing: Loyalty, Personal Service and Speed

What's the most overrated casino marketing tactic? I mean, the first thing that comes to mind is like five times multipliers, but I think in a locals market, people love that. So I'm more focused on acquisitions. Maybe that's why. Loyal player or big spender? Loyal player. What's the most underrated way to acquire a new player? Sending a comp offer through your comp. I'm not. Nice plug. AI hosts, are they brilliant or terrifying? Terrifying. Your biggest competitor steals your best employee or your best idea? Employee. You're saying it is worse, right? Yeah. Yeah. I'd rather, anybody can have an idea, but you want good people. One thing casino hosts deserve more credit for? Yeah. Personal relationships. Angry VIP or clueless CEO? What would I rather deal with? Yeah. Angry VIP. Okay. I'm the clueless CEO. Okay. Would you rather trust AI with your money or your customers impact? Money. Is that just because you want to take care of your customers yourself? If you burn customers, they won't come back. If you blow a little bit of money, you can earn more money with customers. What's one thing smaller casinos do better? Personal service. Like, the staff that's been there a long time, they know every customer by name when they walk in. That makes a huge difference. And lastly, what's one piece of advice you'd give for anyone who wants to be more competitive in the next few years? Faster response time is an overlooked one that makes a big difference with high-end players. With us, ACTS is our, like, core values. We instill it. Everybody on the team has to memorize it. It stands for access, convenience, transparency, and then speed and special service. The example I like to give is if my wife texts me and I don't respond for seven hours, clearly that's signaling there's seven hours of more important things before I get back to you. And so players feel that way too. If they text a host and you don't respond for hours and hours and hours, they're going to be like, oh, I thought my host liked me. I thought he was a special customer, but they took forever. I'm going to go somewhere where I'm appreciated. So that's something that a lot of executives and things, They don't press on it enough because it's tough to get visibility into it and measure it. But I think that is a huge leaking point for loyalty. And so I'd say, like, drill in on fast response times. Some of the most successful people I know answer emails so fast. I'm like, oh, I think you're onto something here. I think I need to get a little bit better about that. Well, Craig, how can people find you? Yeah, I'm on LinkedIn, Craig Shacklett, craig at urcomp.com. Yeah, I would love to talk casino marketing or if you're a property that's got a nice hotel and is looking for people that are outside the market, then definitely hit me up. We're always looking for good, beautiful properties to promote.