What did I learn from the Harrah's Entertainment case study?
There were a number of things I learned from the Harrah's case study...
I thought the approach that Harrah's took to reaching its goal of increasing customer loyalty was an a good one. From my own experience in the working world, I have always thought that employers neglected the employee facet of the business. By treating them better, I believed that productivity and many other metrics would improve. The Harrah's case study vindicated this belief. By decreasing employee turnover, Harrah's was able to accomplish a lot. They decreased the amount of time a customer had to wait to be served, reduced employee turnover which saved a lot of money on training, and they improved their overall customer service scores. After all, in a consumer-driven business, who could be more important than the customer?
Comments
Posted by: Shari Roth
Posted on: December 16, 2009 10:52 AM
Customers do drive business. Now many organizations are reducing face to face interface with their customers via the internet. This opens other dynamics that need to be addressed when trying to create customer loyalty.
However, when companies do interface with their customers either face to face or over the phone, they need to insure that there is proper training. This morning, I brought my car over to the dealership to be serviced. The dealership implemented a new process that you check in before you drive up to the service area. The greeter, clearly wasn't trained in how to properly greet the public. There was nothing inherently wrong with the greeter, he just wasn't welcoming. Companies often over look the basic training that needs to be given to employees. In a competitive marketplace, and a cost conscious consumer, companies cannot afford cutting back on investing in their employees.