Harrah’s Knows What You Did Last Night

PLEASE NOTE
Darwin Magazine is long dead. If you click through you will be taken to the Internet Archive site to find an archived copy.

This interesting article can be thought of as an industry piece (Gambling), a marketing piece (how a company/industry famous for poor service and nonexistent customer loyalty turned things around), and an IT piece (the undertaking discussed was major in IT terms). Worth a read.

Editor’s Note: read “Gambling on Customers” in The McKinsey Quarterly, which interviews Harrah’s CEO Gary Loveman
Meredith Levinson
Source: Darwin Magazine
Subjects: Best Practices, Marketing / Sales
Industry: Gambling

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