Adapting a loyalty program to the specific needs of customers in a chain of physical casinos
Context
Against a backdrop of structurally declining traffic in physical casinos and strong competitive pressure, the customer decided to overhaul its current loyalty program in order to better refocus on its customers' needs. After testing the new system in pilot casinos, the Group decided to seek assistance in adapting the new loyalty program.
Objective
Design and deploy a new loyalty program in physical casinos, designed to attract new customers and keep them with the brand for longer.
VERTONE contribution
Collection and analysis of available customer data, workshops with in-house teams to understand the offers and associated costs of the existing loyalty program, formalization of the BP of the new loyalty program, identification of scenarios for the evolution of the new loyalty program and modeling of impacts, identification of all professions impacted by the implementation of the new loyalty program and definition of the different types of training to be put in place, technical evolutions of the program, deployment of the new program and training of operational teams.To find out more, contact our team.
