Operators will, first and foremost, have to change their corporate culture from one of “build it and they will come” and outmoded hubris to “customer centricity” and servant leadership.
To signal a visible shift in culture, casino companies need to mandate that their senior executives, regardless of functional area, walk the main gaming floor each day and make an attempt to engage with their frontline employees as well as customers. Above all, every single casino executive needs to take to heart Sam Walton’s admonishment, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Note from Sudhir Kale, CEO GamePlan Consulting.
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