VICTORS: A New Framework for Managing Customer Experience in Gaming

With competition increasing all over the world, integrated casino resorts are finding it increasingly difficult to acquire new customers and retain existing customers. The days of “build it and they will come” are well and truly behind us. Offering a superior customer experience (CX) is the only way for operators to achieve sustainable competitive advantage. Based on an exhaustive literature review and validated by real world implementation, this presentation will introduce the audience to a new framework of customer experience management for gaming companies. Discussed under the acronym VICTORS, the author argues that a superior customer experience is comprised of six ingredients: Voice of Customer, Incentives, Culture, Touchpoints, Organization, Relationships, and Strategy. This paper (presentation) will first establish the salience of customer experience for casino companies. Each of the components of VICTORS and their interrelationships among them will also be discussed. The tone of the paper will be research-driven with strong practical applications

Distinguishing between SUSY and Littlest Higgs Model using trileptons at the LHC

Littlest Higgs model with T-parity and Minimal Supersymmtric standard Model with R-parity both give similar signatures in collider experiment with a huge amount of missing energy depending upon mass of the lightest T-odd/R-odd particle. In this talk, I will discuss possibility of distinguishing the two models at the LHC in hadronically quiet signal where masses of R-odd particles are identical to masses of T-odd particles.Comment: To appear in the proceedings of Supersymmetry and the Unification of Fundamental Interactions (SUSY'09), Boston, US

Internal Marketing: An Antidote for Macau\u27s Labor Shortage

Gaming scholars the world over are in consensus about Macau\u27s bright future as a gaming Mecca. The phenomenal growth in gaming facilities over the last three years has created an acute labor shortage in this Special Administrative Region of China. Moreover, around twenty additional gaming and hotel projects have been committed so far, all slated for completion in the next five years. Expansion on such massive scale will further intensify competition among employers to recruit and retain employees, particularly if the provincial government maintains its current restrictions on importing labor into the region. One, and arguably the only way to hire and retain manpower in the dynamic gaming market of Macau, is practicing internal marketing. This paper reviews the gaming business environment in Macau and proceeds to suggest ten internal marketing tools and techniques that casino establishments can use to recruit and retain service employees in a tight labor market