New Webinar – How to Increase Revenue From Mid-Level Players Using the Phone


How to Effectively and Efficiently Increase Revenue from Mid-Level Players Using the Phone

Presented by Daniel Wood, Raving Partner, Phone-Based Marketing Solutions and VP of Business Development at Engagex
Thursday, January 25, 2018
1 p.m. Eastern Time (10 a.m. Pacific Time)
Register By January 23, 2018


What’s the value of an effective and efficient outbound call program?

Personal contact produces a higher response rate than direct mail, which is why it makes financial sense to assign hosts to create relationships with high value clients.

But what about your mid-level clients? Do you have an opportunity to efficiently drive more revenue from these clients?

This webinar will give you the expert insight to create an effective outbound call program or to evaluate and improve your existing program.

Does an outbound call program make financial sense for my casino?

You probably have a segment of players that fall below the hosted status but just above one of your lower segment of players. Most likely ranging between $75 and $400 ADT and which account for 30-40% of your players. They are mid-level players, have monthly offers but despite the sheer number of players in this segment, their individual worth isn’t high enough to make it worth it to host them.

Unfortunately, emails get deleted, and direct mail pieces get forgotten, even when guests are intrigued by the offer.

This webinar will show you how to effectively and efficiently create a “Semi-Hosted” team of outbound callers.

You can connect with each player in a personalized, semi-hosted fashion with a simple outbound call. You can identify and train current employees to call players in your middle segment to follow-up on the mailers or emails you’ve already sent out or give details about your current promotion. These calls create a personal touch, while spending a fraction of the time and money vs the traditional hosting.

For full details on this webinar, please visit CDC Gaming Seminars. 

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Five Key Ways to Improve Your Food and Beverage Operation – Part III


By Brett L. Magnan, Raving Partner, Hospitality

So far, we've covered two parts of this five-part series, SERVICE and LABOR. Today for part III, we will be covering MENU and FOOD PRESENTATION. When we evaluate a restaurant, the science of menu offering, configuration and analysis is often overlooked by the F&B leadership.  It is as if the chef creates the menu and tells the manager – “Put it on paper and run with it.”  The choice of menu items, placement of items on the menu, and analysis of their effectiveness should be viewed with the same importance as Gaming manages the choice of machines, location where they are placed on the floor, and analysis of how each performs and adapting accordingly.

Ask yourself the following questions first:

  • Does the menu reflect the “concept” or theme/style of the restaurant?
  • Is it easy to read and menu pricing clearly defined?
  • Are there brief descriptions on the menu to help the guest know either how it is prepared or the core ingredients to entice ordering?
  • Is there a balance of items that gives the guest a choice of options?
  • Is there correct spelling of items and proper grammar used throughout?
  • Are there enough items to choose from?
  • Are there too many items on the menu, so that it is confusing to the guest or the kitchen will not be successful in controlling food costs and waste?
  • Is there an appropriate range of pricing, and is the pricing congruent with both local competition and cost margins?
  • Is the menu clean, and does the presentation feel appropriate to the dining experience (e.g. paper for a deli, but leather books for a high-end steak restaurant)?
  • Are all the items listed available?
  • How are substitutions and dietary concerns handled, either on the menu or with the server when you order?
  • When the food arrives, does it match what you read or were sold by the server?

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Our Raving Partners Invite You To Durant!

Hard to believe, but these are not paid actors. These are our Raving Partners inviting you to our January Conference!


Raving’s 20th National Indian Gaming Analytics & Marketing Conference
Raving NEXT

January 29-31, 2018
Choctaw Casino Resort, Durant, OK
Visit our website



Yes, our Raving Partner’s had a lot of fun doing this video. That excitement? It’s for real! Heck, it’s our 20th!

We’ve got a new one day program, Raving NEXT; we’ve got topics that are critical to what Tribal casinos are facing today; we’ve got a lot of new folks for you to meet.

Plus, we are committed to more organized interaction between you and your peers as well as designing a more interactive classroom. In addition to our popular small group workshops, we’ve added tools like interactive polling, an attendee engagement website and roundtables. After all, not everyone learns in the same way, and we want you to get the most out of your time with us. 

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Start Making Data-Driven Decisions in Three Easy Steps


By Sarah Procopio, Raving Partner, Database Analytics
In my last article, we talked about making data-driven decisions (decisions that can be backed up with verifiable data). We also talked about why they are so important – because this approach saves your company time and money while adding credibility to your cause. (For more information, see the full article Why Data-Driven Decisions are Crucial to Your Performance – Part I.) Now, let’s talk about how to make them.

Here are three easy steps to begin making data-driven decisions:

1. Pick the right metrics.

Most casinos get buried in the detail of 30 to 300 metrics and lose sight of the big picture. You would be shocked by how many people get so caught up in looking at the details that they forget to check to see if they generated revenue and made a profit. At the end of the day, that is what matters for the casino overall. One of the most important steps is to pick the right metrics to look at. If you aren’t sure what these are specific to your department, that’s okay. Get help from someone you know and trust. If you are the one expected to know, reach out to a friend that holds the same position at another property. Ask them, “If you could only pick three key data points on your reports to consider for operating your business, what would they be?” Don’t stop there. Ask, “Why those? What do they tell you? What is an example of those metrics raising a red flag? What is an example that shows you are operating your department well?”

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Five Ways to Avoid Buying A New BI System


By Azam Husain, Strategic Raving Partner, Analytics and Systems Integration Specialist and CEO, Casino Science
Tis the season for budget planning.

Now, I’ll admit … it’s not the most wonderful time of the year. Perhaps it’s because there are no budgeting carols to sing. But, let’s spread some holiday cheer; maybe you can avoid spending too much this budgeting season.
Before you start budgeting for a new BI system, remember that you already own BI tools that you can use today to solve many common casino marketing problems. Here is a list of five things you can do today with software you already own:

1. Self-Service BI – Getting access to the data yourself

Problem: You have an idea for a time-sensitive promotion. But, you need to review your player gaming data first to understand audience sizing and reinvestment costs. Sending a request to IT to get access to the data could take days or weeks. By the time you do get the data, the insight you had for the time-sensitive promotion might have passed and is no longer relevant.

Solution: With self-service business intelligence tools like Excel and Power BI, non-technical casino marketers can generate their own reports, run their own queries, and conduct their own analyses, without the assistance of IT staff.

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I Think We’re Onto Something Here … NB3FIT Week Expands in 2017

In November of 2016, a movement took place. More than 10,000 young people from 110 tribes and Native American communities participated in a group exercise for one hour on one day. This “appeal” was created by NB3F, an organization founded by golf broadcaster and the first Native American four-time winner of the PGA Tour, Notah Begay III. NB3F’s focus is to reverse the epidemic of type 2 diabetes facing children in Indian country and that 50% of Native youth are facing a life of obesity and unfulfilled years fighting health problems. Creating NB3FIT Week during Native American Heritage Month is one of many steps in changing these statistics.

This year, NB3F expanded option to have the event any day during the week of November 5 – 11,  allowing participating organizations scheduling flexibility. According to the organizers, they had several locations that hosted events each day of the week!

According to Justin Kii Huenemann, President and CEO of the Notah Begay III Foundation (NB3 Foundation) early data shows that:

  • 91 Native American communities participated in NB3FIT Week
  • 20 states across the country were represented
  • Over 100 events were scheduled

The stats above don’t include the Kid’s Quest locations that participated. According to Ann Zenor, Senior Creative and New Business Development Strategist, “NB3 Fit Week was celebrated at all Kids Quest locations from Connecticut to California! To support the NB3 initiatives, we asked all center Play Pros to come up with fun games that would keep the children moving! During that week, we kept the kids busy with physical challenges. Activities ranged from pick-up basketball games and obstacle courses in the gym to timed races through our Quest play pieces and sessions of some serious climbing on our rock walls! To incentivize our Native families, children received their play time at Kids Quest for 50% off the hourly rate at all Tribal properties.”

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Sharing the Stories that Inspire Us – Submissions Due November 30

The stories that remind us WHY we do what we do

For a number of reasons, Tribal gaming organizations are seldom recognized for their history of uncommon generosity and support that they provide to non-Native and Native organizations and communities. 

This November, we ask you to participate in the third annual Tribal Spirit of Giving Celebration by sharing a story about how your tribal organization has come together to raise awareness, raise funds, or offer assistance to people and to causes in the past year. (See below how to share)

Need some inspiration? Here are a few videos to remind us all of the role of Indian gaming:

Happy 30th Anniversary - Table Mountain Casino

Together We're More - Choctaw Nation

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Onboarding the Lumpys


By Steve Browne, President, Raving Service

Yup, you know who they are: those brand new, rookie employees, babes in wonderland …
What we in the past in this gaming business used to call “lumpys.”
Not only did we call them lumpys, or lumps, but we put them through the rite of passage that we were sure would make them better employees …  at least those who survived.
But what a difference a few years makes. In the new gaming world, new employees are to be cherished, welcomed with open arms, and made to feel wonderful for their choice of a gaming career, or even, the choice of accepting employment at OUR company … at OUR property.

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Resurrecting Inactive Guests Through Exclusivity and Personalization


By Jerry Epstein, Raving Partner and CEO, Engaged Nation

Customer reactivation is one of the bigger challenges casino marketing professionals face, as traditional marketing efforts continue to prove the law of diminishing return. This is especially true for smaller, tribal properties that can be in somewhat remote locations. But you don’t have to be Dr. Frankenstein to reanimate these “dead” customers … you just need to show them a little bit of love and make them feel special in a way they aren’t used to receiving on a regular basis.

Unfortunately, you’re not going to be able to accomplish this using the passive and typical "one touch" method of engagement (sending out a single email or direct mail piece that essentially re-introduces yourself each time). You will simply continue to be ignored.

You need to create a scenario whereby your dormant customer, regardless of level of segmentation, is given an opportunity to participate in a promotion that truly establishes an air of exclusivity with a high perceived value, the rewards are “earned” or “won” but – and here’s the important part – also drive profitable property visits and incremental revenue.

Easier said than done, right? Nope. It just takes a bit of ingenuity and a willingness to get out of your comfort zone.

For instance, we recently helped one of our clients implement a reengagement strategy that was customized per person, cost them nothing to participate, described as "by invitation” and only made available to players for 12 weeks to give it a greater appearance of exclusivity and sense of urgency.

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Raving News: Register today for the premiere tribal marketing conference


Raving’s 20th National Indian Gaming Analytics & Marketing Conference
Raving NEXT

January 29-31, 2018
Choctaw Casino Resort, Durant, OK
Visit our website



This January marks the twentieth anniversary of Raving’s signature National Indian Gaming Analytics and Marketing Conference. It also signifies a change of guard: the company is now a tribally owned business. Raving’s CEO, Deana Scott, along with her husband Brady Scott, an enrolled Coquille Tribal member, purchased the firm from gaming industry veteran Dennis Conrad. We want to thank you for your support and help us bring in the next two decades.

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