In a strategic move to gain deeper insights into guest sentiment and enhance their customer service impact American Place Casino, a Full House Resorts property, has partnered with ComOps, a leading customer experience (CX) solutions provider. The emphasis of this strategic partnership lies in ComOps assuming oversight for the renowned Medallia Experience Cloud, a distinguished leader in experience management, as recognized in the Forrester
Wave Report.
ComOps, led by Vice President of CX, George Polyard, has played a pivotal role in implementing the Medallia Experience Cloud and crafting a tailored strategy to cater to American Place Casino’s unique requirements. This collaboration marks a significant milestone in American Place Casino’s commitment to understanding and improving customer experiences.
“ComOps sets itself apart with a clear vision and exceptional execution,” stated Jeff Babinski, Vice President & General Manager at American Place Casino. “Our expectations were high for what an experience management tool could achieve, and this tool has surpassed them. It enables property leaders to grasp guest sentiments in real-time and, when necessary, engage directly with guests to commend their positive experiences or delve into any service shortcomings they encountered.”
In less than 12 months, 17,000+ surveys have been completed and with an impressive 28.3 percent response rate, ComOps has precisely gauged both employee and customer sentiments.
By segmenting this key metric by loyalty tier, ComOps enables American Place Casino to tailor strategies for different player levels, prioritizing our highest-tier players. Additionally, this data has empowered us to benchmark our online performance against competitors effectively.
By harnessing the power of the Medallia Experience Cloud, American Place Casino is revolutionizing its customer experience journey. The Medallia Experience Cloud is a cutting-edge platform designed to collect, analyze, and act upon customer feedback, allowing businesses to make data-driven decisions that enhance customer satisfaction and drive growth.
Since launching, American Place Casino has sent 3,400 email responses to guests based on their feedback – with more than 1,000 of those responses spread across nine employees.
ComOps’ expertise in CX and their ability to seamlessly integrate the Medallia Experience Cloud have enabled American Place Casino to embark on this transformative journey confidently. George Polyard, Vice President of CX at ComOps, expressed his enthusiasm for the partnership, stating, “Jeff and his team at American Place Casino have truly embraced the new application. Their dedication to measuring customer and employee engagement shows how they prioritize service excellence.”
This partnership signifies American Place Casino’s commitment to staying at the forefront of customer experience management and underscores their dedication to continually improving the quality of service they provide to their customers.