David Norton 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.

Companies should decide what processes and competencies they must excel at and specify measures for each

A company's ability to innovate, improve, and learn ties directly to the company's value

It's people who come to Las Vegas for a bachelor party every two years, ... A pretty reasonable percentage are one-timers. We're identifying who has good potential. That's our job.

The games introduce them to other things. Things like promotions and hot deals, and it gives them an incentive to come to one of our properties.

All the power people and state troopers have told us that Silsbee was the hardest-hit town in southeast Texas and we had nothing. There was no medicine, no FEMA, no Red Cross -- nobody.