The year ahead - Sudhir Kale

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.

Other notes from: 

Andrew Klebanow, Global Market Advisors

Augustine Vinh, president and CEO of Stellar Management

Ben Lee, managing partner of IGamiX Management & Consulting

David Green, CEO of Newpage Consulting

Ebbe Groes, CEO of EveryMatrix

Harmen Brenninkmeijer, managing partner at Dynamic Partners

Jay Sayta, founder of Glaws.com

Michael Zhu, vice president, operations, planning, analysis of Innovation Group

Mike Santangelo

Sam Sheng, director of Double Square Consulting

Steve Gallaway, Global Market Advisors

Tim Shepherd, co-founder and president of business development at Silver Heritage Group

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