customer-experience Case Study

Set Your Business Apart from Industry Standards and Create A Competitive Advantage

The Situation

Chips sit on a roulette table

The Challenge

A pair of red dice on a black background

Approach + Solution

We crafted a custom survey that was sent to a subset of the client’s customer base to ask them what they expected of staff, other customers, and assess their current situation to determine likelihood to return to the casino if it re-opened.

We were able to link survey responses to customer data supplied by the client to segment customers into lower-, middle-, and higher-value groups.

Survey metrics included whether customers expected other customers and staff to abide by certain CDC guidelines as well as how the casino could go above and beyond to exceed customer expectations.


Our client learned that higher-value customers required additional safety measures to be in place in order to return.

They had a smooth re-opening by clearly communicating to staff and guests what was expected of them and saw a larger than expected number of guests returning immediately after re-opening.

Red slot machines in a casino

Final Word

Industry standards may not be enough to garner loyalty. Understanding what your customers deem as “above and beyond” actions can set your business apart from your competitors and create a true competitive advantage.
Our retention rates and lengths of engagement reflect our unwavering focus on surprising and delighting each and every customer, each and every time.