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The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience Hardcover – 15 October 2017

4.8 out of 5 stars 26 ratings

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Product description

From the Back Cover

"An engaging treatise from a master of brand building, customer analytics, and all it takes to effectively grow your business."-- Craig Frances, Managing Director at Summit Partners
"Very few firms can point to a customer-centric transformation that is as comprehensive and successful as what Harrah's/Caesars went through - and very few people were as central to that transformation as David Norton. This is a must-read for any executive that wants to achieve similar kinds of customer-centric success."-- Peter S. Fader, Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania
"In a marketing age focused on "personalization at scale," David Norton presents a fascinating look at how he has spearheaded advances in CRM and loyalty management using data, experimentation, and agility. Beyond the strategic and tactical discussions about data, Norton provides specificity on how to incorporate these decisions into an overall company strategy and push past organizational resistance."--Matthew J. Quint, Director, Center on Global Brand Leadership, Columbia Business School
"The High Roller Experience provides lessons from years of experience building the organizational capacity to delivery world class customer loyalty."--Gary Loveman, President of Healthagen and Executive Vice President of Aetna, and former executive officer of Caesars Entertainment Corporation
"David Norton unveils the numerous secrets of casino-industry loyalty programs. All companies could benefit from this comprehensive review." --Al Ries, bestselling coauthor of Positioning
"The High Roller Experience provides fascinating detail on the Harrah's marketing story with insight into the analytic and organizational processes that enabled such a transformative change. Norton unpacks a sophisticated strategy that is applicable across industries." -- Felix Rappaport, President of Foxwoods Resort and Casino
"This book is a must for those who want to improve the customer experience and marketing effectiveness in their company by using data and digital technology. There are practical examples and lessons learned of how to approach driving transformational change even in the most complex of organization."-- Greg Hartmann, CEO of National Veterinary Associates

About the Author

David Norton joined Harrah's Entertainment in October of 1998 when the company consisted of 15 properties and had revenue of $1 billion; within ten years, the company had nearly tripled to 40 properties and grown revenue ten-fold. In his current role as Chairman of GALE, he is penetrating the seam between traditional agencies, consulting firms, and technology providers to develop data-informed strategic insights that help to transform the trajectory of clients' businesses.


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Product details

  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 224 pages
  • ISBN-10 ‏ : ‎ 125986295X
  • ISBN-13 ‏ : ‎ 978-1259862953
  • Customer reviews:
    4.8 out of 5 stars 26 ratings

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4.8 out of 5 stars
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Lloyd Melnick
5.0 out of 5 stars Great and practical advice for building a rewards program and VIP service
Reviewed in the United Kingdom on 2 January 2018
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Dan Weinfurter
5.0 out of 5 stars The book is easy to read
Reviewed in the United States on 18 December 2017
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Mark Wayman
5.0 out of 5 stars And they are the best in the world
Reviewed in the United States on 18 January 2018
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NIcole Pace
5.0 out of 5 stars The High Roller Experience gives marketing practitioners across all industries ...
Reviewed in the United States on 20 November 2017
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Mark Greenberg
5.0 out of 5 stars Incredibly important topic that can materially change the trajectory of a company's growth
Reviewed in the United States on 19 March 2018
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