OMNICO
Doing so not only creates actionable insight into
producing further engagement in the long-term, it allows guests to calculate points in real-time so visitors can earn and spend without waiting. And, incentivizes customers to sign up so they can earn the rewards they actually want – such as discounted nights at hotels, complimentary meals, fast track lines, or exclusive access to VIP rooms - rather than generic rewards By making it easier and more attractive for your guests
to earn points and spend them anywhere in your casino, you’re providing a far richer experience for guests while also tapping into a new potential revenue stream that will put your casino back on track.
DON’T stick with your pre-pandemic engagement strategy and expect visitors to remain loyal to your casino. DO implement a rich loyalty program that makes it easy to earn and spend points anywhere in your venue with rewards guests actually want.
Using technology to deliver a consistent and rewarding customer experience
So how can operators pin down what will make visitors loyal in this new era of guest engagement? The one surefire way to encourage customer loyalty is to
reward them at every touchpoint throughout the venue and allow guest to earn and redeem points. In fact, 2 in 5 consumers say that a loyalty app allowing
them to collate points across a casino is a must-have, with 77% willing to spend more if they can collect points and use them anywhere in a venue. Jason Ashwell adds, “It’s about delivering a consistent experience no matter where your guest is in the casino. And that requires removing all barriers to collecting and redeeming.” “Can you imagine earning points in a casino retail store but not being able to use them at a gaming table? Or, earning points in one location but not being able to use them in another? It would discourage visitors from returning. What that means for casinos is that you have to put the customer in the center and identify areas where they might want to collect and spend their hard- earned loyalty points.” Of consumers are willing to spend more if they can collect points and use them anywhere in a venue.
Tapping into technology to reward visitors every step of the way
Casinos wanting to provide a consistent engagement across their venues need to adopt the latest technology to make the experience as seamless as possible. It all starts with taking an omnichannel approach and connecting every customer touchpoint through a single solution.
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“With 77% of guests willing to spend more if able to collect and use points anywhere in a venue, offering a consistent loyalty
experience makes them feel more connected to your casino and, in turn, encourages further spending”
SO, WHAT’S IN THE CARDS FOR CASINOS?
If 2021 was about disruption and change, 2022 will be one of recovery and regrowth.
But it requires casinos to listen to the needs and wants of their guests. Our survey results are clear: customers still want safety, responsive technology with a human touch, personalized experiences, and meaningful rewards. By tapping into the right technology, casinos can meet
those expectations, drive up spending, encourage return visits, and succeed in these strange times. There’s a lot to take in, but you don’t have to go it alone. At Omnico, we offer a suite of customer engagement technologies – from smart ticketing solutions and omnichannel POS solutions to contactless payment systems and rewards systems – that are helping major venues around the world drive recovery through the pandemic and beyond.
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