Case study

Enabling a CX Focus From Front Line to C-suite

Client/Situation

Our client, a regional gaming and entertainment casino, conducted mystery shopping, intercept interviews with rated and non-rated customers and an annual telephone survey to assess their performance and identify improvements that would allow them to improve market share.

New competitors were entering the marketplace and they were looking for other solutions that could help them retain customers and that were also efficient to deploy. They were themselves expanding too and wanted to put standards in place enterprise wide.

Approach/Solution

The solution was designed to be woven into the fabric of operations as the property (and new additions) positioned itself for future success.

We used a dual methodology to collect feedback weekly and delivered both quantitative and qualitative results through an online reporting platform. We also customized user’s access, alerts, dashboards and the reporting package to align with responsibility within the organization.

Results

The client immediately found they got a more complete view of the customer experience. They were able to eliminate opinions and focus on facts reported in real-time versus relying on less comprehensive and older information. They also found they could engage teams, from the most senior member all the way to those just joining the organization, in taking the customer seriously and using the Phoenix solution to improve experiences.

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