Newly Transformed Tropicana Las Vegas Delivers Personalized Guest Experiences
Online PR News – 04-July-2011 – – San Rafael, CA(June 30, 2011) – Market Metrix, LLC announced today that Tropicana Las Vegas resort and casino has chosen CustomerMetrix™ , the hospitality industry’s leading customer-focused business improvement platform, to carefully monitor the experience of each guest.
Tropicana continues its strategy of becoming the industry leader in personalized service. The successful execution of this strategy requires a knowledgeable guest feedback partner that possesses user-friendly, yet leading edge tools.
“The CustomerMetrix™ product provides us with a very easy-to-use, comprehensive tool for gathering our guests’ valuable feedback. The information we receive through Market Metrix is the foundation of our service culture, and has helped us to quickly become the leader of personalized guest experiences in our industry,” said Tom McCartney, President and COO, Tropicana Las Vegas.
CustomerMetrix surveys guests on their complete experience at Tropicana Las Vegas as well as on their preferences, allowing management to gather relevant information for its respective departments. Tropicana operating managers utilize this information for immediate service recovery through a system that isolates problem areas and a built-in accountability system. Marketing management are able to obtain timely guest preference data which is useful in building loyalty and brand advocates, while the program’s financial analysis can be functional in balancing budget requirements with the impact on the customer experience.
Market Metrix was the right choice for Tropicana because it was seeking more than just software. Market Metrix filled the need for a partner who is well-versed in the casino industry, could collaborate on best practices, and delivers detailed, competitive points of reference on Tropicana’s direct competitors.
“Even before the deal was signed we were sharing market and guest experience insights with executive management, understanding their unique vision, and tailoring our product to help achieve it. This brings real meaning and excitement to our work. We don’t feel we’ve succeeded until our clients get the business results they expect,” said Robert Honeycutt, CEO of Market Metrix.
“We were so delighted with Market Metrix after the CustomerMetrix experience that we opted into the whole business improvement platform they offer, including the addition of our business and event customers as well as our team members to our Market Metrix feedback platform,” shared Tom McCartney.
About Tropicana Las Vegas | http://www.troplv.com
Tropicana Las Vegas redefines the expectations of today’s global travelers with a recently completed major transformation which provides a true resort experience. In addition to a vibrant and exciting motif with a South Beach, Miami rhythm and vibe, the transformation of the hotel resort & casino includes a fresh redesign of every hotel room and suite, the casino, the conference center and exhibition hall, several new restaurants, bars, a new poker room, a new race and sports book, and a new spa and fitness center. Entertainment at Tropicana Las Vegas includes Gladys Knight, the Brad Garrett Comedy Club, and Club Nikki/Nikki Beach – the ultimate nightclub and beach club experience.
Tropicana Las Vegas is not affiliated with any other property or brand.
About Market Metrix®| www.marketmetrix.com
Market Metrix provides the leading guest and employee feedback systems to the worldwide gaming and hospitality industry. We combine award-winning research and powerful technology to help clients make the right business decisions based on their objectives. In addition to CustomerMetrix, Market Metrix assists in employee retention and targeted training using EmployeeMetrix™, as well as the management of Social Media, using ReviewMetrix™. Our Software-as-a-Server (SaaS) products are used by more hospitality companies than any other, supporting thousands of hospitality businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996. www.marketmetrix.com