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The United States of America has borne witness to many talented athletes.
In the glimmering halls of casinos, tales of luck, strategy, and superstitions swirl like a never-ending game of chance.
Let's play a game of 'Mythbusters', gambling edition, a two-part series where we pull back the curtain on some of the most popular gambling myths.
After three very turbulent years, the casino industry is back on its feet.
Despite increased attention devoted to customer experience (CX), there seems to be no noticeable improvement in the perceived quality of guest experience delivered within the hospitality industry.
According to Gartner, almost 90 percent of presumably large organizations have appointed a Chief Experience Officer (CXO) to spruce up the experience offered to customers.
Over the years, a lot has been written about the role and ethics of casino hosts.
We got used to taking the statistical indicators RTP and volatility as criteria for choosing a slot game, but this was because they were the only indicators available (and yet not for all the games).
Casino companies offer all kinds of incentives to attract and retain high rollers, some of whom are ultra-high-net-worth-individuals (UHNWIs).
Despite the service firm's best efforts, service failures are inevitable.
“I was that close!” (to a win) is a common and frequent saying or thought among gamblers that it became specific to gambling in general.
The casino setting is one where people’s emotions principally drive their gaming-related behaviors.
The game of slots does not allow optimal strategies to be developed mathematically, like blackjack, for instance.
Casino CEOs sometimes adopt a very myopic view of marketing that fails to consider the 7 Ps that underpin marketing strategy and actions.
Positioning is a fundamental aspect of brand strategy.
Regardless of geographic location or competitive situation, most casinos have implemented a customer loyalty program.
Casino companies have been using CRM systems for almost twenty-five years, and one would expect a certain level of maturity in the application of this strategy/technology.
Customer Relationship Management (CRM) has become a ubiquitous fixture in a company’s arsenal for managing its customer relationships.
“Casino gambling is colorful and dramatic and theatrical”; famously quoted by Las Vegas supreme Steve Wynn, this visionary was almost single-handedly responsible for propelling the industry into the public consciousness.
A brand, usually comprised of a name or symbol, is a promise to deliver specific benefits to consumers.
When you are approaching new activities in life for the first time, you’ll come across many sayings and phrases that you’ve never heard of before.
The more the proportion of Chinese players in a casino's catchment area, the lower the ratio of slot machines to tables.
Service blueprinting is a complex form of flowcharting the service delivery process.
Emotional intelligence is the capacity for recognizing our own and others’ feelings and for managing emotions effectively, including motivating ourselves and establishing rapport with others.
The effectiveness of customer experience (CX) efforts should ultimately be judged by the extent to which positive customer experiences lead to better business results.
Internal Marketing involves directing marketing-like activities toward employees and treating employees as though they are the firm’s customers.
Poker staking is the act of backing a player by putting cash up on his behalf and eventually receiving a share of the money won.
Market orientation represents superior skills in understanding and satisfying customers.
This article presents the S-M-I-L-E-S framework for delivering superior CX and discusses six key ingredients needed for delivering a consistently superior customer experience.
There are many theories that have been thought up regarding how to beat casino games.
veryone, prepare yourself for the arrival of World Chocolate Day on Wednesday, July 7.