harrah's case
Competition is intense in the industry of gaming. Harrah’s Casino had moved from a product-based operation to a marketing-based, customer-obsessed company. Harrah’s knew how customers impacted their business so the wanted to make sure they achieved and maintained the highest quality standards when dealing with their customers. They believed they not only needed to be competitive with pricing but needed to improve their customer service. They were aware they had one chance to build customer loyalty. Harrah knew in order to be successful; they needed to focus every employee on continuous quality, customer service, and efficiency. They created the Total Rewards program in order to collect information and customer preferences so they could form a marketing strategy to meet the customer’s needs
The Total Rewards program did work and contiues to work for Harrah.
I am sure they do not continue to invest as much money as they did in the begining but it did achieve of its main goals.
Both Winn, and Loveman are still at Harrah, this alone shows their Commitment to the organization and its people
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