Customer Experience Design through Data Analytics … a Story of Caesar’s Palace

Have you ever stayed at Caesar’s Palace Casino in Las Vegas? It is a very high-end, luxury casino, and hotel on the Las Vegas Strip.

They issue a rewards card to its customers and then use analytics derived from its usage to build models of customer behavior in general and individual customers in particular. So the casino can know what might trigger a good customer to stop gambling and leave.

By using the technology to predict that a customer is about to hit that trigger, a floor manager can stop by with an offer of, say, a discounted buffet meal. Customers start to feel that Caesars’ casinos know and understand them. Other casinos might draw people with glitz. Caesars does it with knowledge and service.

But it’s important to be transparent. If you know too much about customers and they don’t understand why they may get spooked. A little honesty wins a lot of leeway from customers.

Spooked … a good customer experience?

Will this type of honesty win a positive customer experience?

I think not. What is your opinion?