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?
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