Experience Marketing: Building Successful Loyalty Programs – Ben Koff Interview [VIDEO]

Experience Marketing: Building Successful Loyalty Programs – Ben Koff Interview [VIDEO]

Maya Angelou once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” The experience a customer receives can make all the difference in regards to their loyalty to a brand or casino. The most successful casino loyalty programs take into account the impact that access, recognition and the customer journey has. To discuss this different approach to “experience marketing, ” URComped and TRIO360 CEO, Craig Shacklett, interviews Ben Koff, Scarlet Pearl VP of Marketing and Owner of the Hidden Upside. Listen to podcast version.

Topics Discussed Include:

  • Importance of Brand and Customer journey
  • Access and recognition
  • Designing a loyalty program
  • Questions to ask when building a loyalty program
  • Mistakes casinos make with loyalty programs
  • How transparent are tiers to guests
  • What changes will be made in Vegas due to the pandemic
  • Pros and cons of being explicit about tier system
  • How to test benefits
  • Knowing customers worth
  • Bonus vs. Benefit
  • Loyalty leads to revenue

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