No matter how a gaming corporation chooses to utilize their resources, the fact remains that no casino today can survive without making a guest’s time at the property as pleasant as possible. Instead of pouring their precious resources into building the next mega-casino many casino properties have discovered the profitability of becoming the everyman’s casino, with guest service being the magnet to attract more customers. In the post-William Harrah era following his death in 1971, the company grew by focusing on venues catering to Middle America, avoiding the brighter spotlight of the flashier Vegas casinos. William Harrah was emphatic about guest service, focusing on satisfying customers and employees. Harrah’s Entertainment, Inc., which was purchased by two private equity firms for $17.1 billion, rose through the gaming ranks from its humble beginnings as a bingo parlor to yearly revenues of nearly $8 billion with 40 casinos in 13 states, including Las Vegas mainstays like Caesars, the Flamingo, and Bally’s. Customer Experience Customer Satisfaction Customer Service Customer Pulse Lost Customer
