Should Your Business Be More Like Las Vegas?
Posted May 7, 2013 by Ryan Estis in Brand
A balcony view of the Bellagio fountains and a Vegas sunset is pretty spectacular. Even more spectacular: the special experience of treating my mother to her very first Las Vegas experience.
My family was in town to celebrate her birthday during a busy Vegas weekend, with crowds in town to watch the Kentucky Derby and a Mayweather title fight. We planned to take in a Cirque du Soleil show, a great dinner, and spend a sunny Saturday by the pool. My brother and I wanted to give our mom a special experience and create some family memories.
Las Vegas delivered.
The new Las Vegas offers more than just gambling. The city is now a destination for dining, shopping, music, and theater (and, from what I understand, they are throwing some pretty good pool parties). There is something for everyone in a city that is built on hospitality and taking very good care of every customer. Las Vegas demonstrates 3 keys to creating a world-class customer experience:
Customization: When people visit Vegas, their expectations are elevated. Customers want an experience mapped to their own specific needs and preferences. Las Vegas specializes in the Whatever/Whenever approach to customer service. You want it? Just ask. They will make it happen. Do you give customers exactly what they want?
Segmentation: Not all customers are created equal. The best properties in Vegas bend over backwards to make sure their frequent, loyal and big revenue customers are rewarded. In a market that is commoditized and extremely competitive, the big resorts have to continue to earn their customers’ business. How do you make your best customers feel like VIPs?
Convenience: We stayed at The Cosmopolitan Hotel and from the moment we set foot on the property, they made it both easy and fun to enjoy ourselves. The modern Vegas resort is full of every amenity possible so that guests never have to leave – and that is exactly the point. Why send customers down the strip and right into the hands of the competition? Is it easy (and even fun) to buy from you?
The hospitality market in Las Vegas is crowded, competitive, and over-the-top. The city’s extreme commitment to customer service can teach leaders in every industry a lesson or two about how to impress new customers and how to keep wowing your longtime VIPS.
Should your business be more like Las Vegas?
When it comes to the gaming industry the odds are looking good. Global casino and online gaming revenue will reach $180 billion by 2015. That’s a $65 million increase from 2010. The record 40 million people that descend upon Vegas in 2013 want more than gaming and Las Vegas will happily deliver. Recession? Hardly. Vegas is well positioned to grow!
Ryan Estis & Associates is a training and development organization helping companies, leaders, sellers and individual contributors embrace change and achieve breakthrough performance in the new economy. We offer keynotes, live classroom training and online learning that blends interaction, energy and actionable content designed to elevate performance. Contact us for programming inquiries and assistance determining the curriculum that could best support your learning and development objectives.
About The Author
Ryan Estis is a Keynote Speaker & Management Consultant blogging about business performance.
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