When it comes to building a foundation of customer loyalty, brands must think outside the walls of their location. If a company’s CX efforts stop as soon as the customer walks out of the building, it can expect a lackluster enthusiasm from consumers in return. Caesars Entertainment took this strategy to heart, placing a focus on staying top of mind not only while guests were inside the property, but also long after they had ended their stay. Part of this engagement comes as a result of a highly successful mobile app, adding another option through which guests can engage with the company.
Through tactics value-added partnerships and a highly successful mobile app, Caesars has been able to create entanglement through a large and diverse set of outside customer interactions. Join Michael Marino, senior vice president, loyalty & digital, for a look at how Caesars extended its CX far beyond its properties, and substantially improved its position as a part of its customers’ lives.
1. Engaging customers, even when they aren’t directly interacting with your brand
2. Offering multiple options for channels in which to engage, allowing customers to choose the one that best suits their needs and preferences
3. “Entangling” with the lives of consumers, becoming part of their everyday life