David Norton Customers Quotations

There is practicality in what you can capture, ... One customer wants more gaming and one wants (the amenities) in Las Vegas. We can find the best of both. Any one of these programs can have 100 metrics and they drive the differences on what the offers might be. We are developing a program to segment the universe of customers and what (the comp) might be. Is it a half price buffet or a free room or cash play? Our set of offers can be more relevant.

Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers expectations.