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Sharon Harris says it all comes down to customer relations, in the end Forget the physical and economic damage. We all
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hese days, it’s often the little things that make your day and put you in a good mood. I felt that way in June when attending my first media events in Atlantic City since 2020. Bally’s Atlantic City “reopened” after a
Wynn called Las Vegas a “target rich” environment in November 2015 and recruited top law enforcement and military
consultants to formulate a security plan
property-wide renovation that cost hundreds of millions. From refurnished rooms to new bars and food outlets, to a terrific beach bar with VIP seating and a fabulous Boardwalk location, everyone seemed ready for a great summer. The second good time was an invitation to Resorts Atlantic City’s interactive murder mystery show. The audience had to investigate and arrest the killer. It was wonderful seeing colleagues again and everyone was thrilled to be back. Looking ahead, Hard Rock in Atlantic City will host a media night to welcome a summer Van Gogh exhibit. If it is the same traveling show that has toured the U.S., it is receiving rave reviews and adds to the attractions of the Jersey Shore. I have also finished writing a summer guide for a local publication. Happily, the list of activities, events, celebrations and concerts overflowed on the pages and there wasn’t enough room to include them all. Similar planning is happening at casino properties
I Ironically, my
traumatic experience in its transformative impact. Even subconsciously, Covid has changed our personal comfort levels in our daily lives. They may be right. We all know people who will still not dine inside, fly or attend any live show, movie or concert. For example, it was a given to use the elevator to reach
the Resorts theater on the 13th floor. Signage prominently posted on the control buttons announced dual air filtration systems. Despite that extra safety explanation and a half-empty theater, one veteran Atlantic City entertainment reporter sat alone in an isolated corner.
8 JULY 2022
Casino International article in September‘s G2E issue specifically focused on casino crimes. Ex-FBI agent Tom Raftery, one quoted source, warned that many within the gaming industry have not adequately addressed possible onsite terrorism.
t was unimaginable that on the very week our global gaming industry converged on Las Vegas for G2E, the unthinkable could happen. As many had already arrived, or were arriving, a madman shattered the Las Vegas allure on October 1.
While 22,000 were enjoying an outdoor concert
at the chic Mandalay Bay, shots peppered the crowd from the 32nd floor. Within minutes, dozens lay dead and hundreds were wounded, some with lifetime injuries.
large group probably stayed at the Mandalay Bay. How does one react or prepare for this type of nightmare?
With tens of thousands of G2E attendees in town, a Over time, we have learned this mass shooter, who
nationwide. What I conclude is that we are overdue to resuming our lives and moving past this two-year horror show. To be clear, I am not advocating recklessness with anyone’s health, but life has remained frozen long enough. There are people who view Covid-19 as a “9/11-type”
killed himself rather than be caught, methodically planned every detail of the carnage. A rich, heavy gambler, he did not fit any “standard“ profile.
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Sharon Harris asks what can be learned from recent events in Las Vegas
understand those issues. It is the long lasting negative psychological effects of these years that may actually endure and influence consumers’ decisions. Most studies reveal that lockdowns and isolation have had enormous negative repercussions on large numbers within all demographics. Schools and corporations are realizing that Covid’s emotional damage may almost equal the physical and financial damage. With all these challenges confronting customers, the companies that develop the best balance to attract and retain customers will thrive. Shrinking leisure dollars make it crucial for gaming companies to establish more personalized service. They must reassure customers about safety/security while also emphasizing their guests’ value. Research confirms my convictions. Enteractive, a leading European Player Retention Solutions company, plans to enter the U.S. market. In preparation, they commissioned The Harris Polling company (no relation) to conduct an online survey, taken this past May 9-11, that revealed some shocking conclusions. The questions focused on the consumer preferences and attitudes of 2,039 U.S. adults-18 and older- who responded. Enteractive validate the data’s accuracy within +2.8 percentage points. The results prove the current state of American consumers’ attitudes and what they perceive as dismal customer service and relationships. Entertainment and gaming may be especially susceptible to increased competition in these inflationary times. Most people now must make tough decisions. Spending and recreation are often among the first items they cut, so land-based, tribal, riverboat and racino gaming may fall victim to soaring costs and emptier wallets. Almost two dozen states, with varying types of online
betting operations, enjoyed huge registration and revenue increases during national events like the Super Bowl or the March Madness college basketball championships. Ironically, now that the hoopla has
New York crisis management public relati The lawsuits against them are just beginn determine possible negligence by security
It is long overdue for casinos to incorp
terrorism preparedness into employee tra killer brought guns into his hotel suite an cameras that monitored his room and the He then used heavy-duty hammers to sma windows and take aim. Not that guests’ lu drawers be searched, but dozens of weapo a lot of space.
Many question the relative ease in getti
arsenal to his suite. Conditions will certain since the bar altering our very behavior ke shifting. So far, gaming has pretty much es these events, which is amazing considerin hour businesses have dozens of open door points that never close.
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