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

Prelude

Part 1: A Broader View of Loyalty

Chapter 1: Customer Centricity and All Its Components

Chapter 2: Loyalty Programs

Chapter 3: The Evolution of Total Rewards

Chapter 4: Innovative Loyalty Design in Other Industries

Part 2: Creating an Analytically Inquisitive and Innovative Culture

Chapter 5: Organizational Dynamics

Chapter 6: Hiring Practices

Chapter 7: Marketing Organizational Structure and Talent

Chapter 8: Using External Resources

Chapter 9: Sales and "VIP" Service Providers

Chapter 10: Customer Service and Contact Centers

Chapter11: Measuring Service and Driving Customer Satisfaction

Chapter 12: The Role of Research

Chapter 13: Brand and Advertising Measurement and the Explosion of Digital Media

Chapter 14: Leadership

Part 3: The Proliferation of Digital and Big Data

Chapter 15: Impact of Big Data

Chapter 16: Interactive CRM

Chapter 17: Putting It All Together

Chapter 18: Innovation

Conclusion and Epilogue

Index

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