this isn't new. a relative is an MVP at a casino she dumps cash into. The pit bosses comp all of her meals and call her on days that she doesn't show up. It's all sold to the customer as friendly-people-who-care and the people eat that up, especially lonely elderly folks.
She fell at one such casino and ended up suing them, she wondered why all her friends stopped calling her, so she moved casinos and low-and-behold she was able to make friends there, too!
To be fair, like another poster mentioned, they do this everywhere people spend a lot of money, not just gambling. Car dealerships are lousy with this kind of 'concierge'-ness. They, too, take advantage of elderly folks who have the money for a new car that they don't yet realize they need.
We always tip everyone generously and send notes to management about especially helpful staff. My wife was on a first name basis with our normal housekeepers, who have watched my kid grow up. We spend at the property with events, amenities etc. The management tends to cycle through the company but the local staff does not - they flag us as VIPs directly.
Most people don’t do that and don’t or can’t throw money around in a resort setting. But in a casino, it’s easy to measure the lifetime value of a guest and price the interaction cost. In a beach setting, the financial benefit of a happy customer is less certain. Point being, i would guess that Wynn does 50x the hospitality outreach than Relais & Châteaux, despite both offering a high quality product.
edit: Additionally, there are whales and there are folks who's job it is to get them in the door (we had game managers for the big games).
Bullshit.
If the person you’re raising kids with starts living at the casino 1-4 days a week, you notice.
The Internet, for better and for worse, masks this.
A friend of mine worked at Disney, and it is insane how much data they capture on their players/spenders and how they use it for the sole purpose of triggering a popup at the right time, at the right price, that would maximize spending/gambling on loot boxes.
Over-dramatic? Maybe, but this thought springs to my mind more and more.
The difference is that gambling, like cigarettes, delivers a dopamine fix. The playbook is well aligned with cigarettes — you target brands to the population. Draft Kings is like mass market cigarettes, targeting low income males, soldiers, old people.
The “most profitable customer” metric is misleading - you need mass adoption to lure in the whales. My son is 14 - sports gambling is a routine conversation among his cohort and many kids are actively gambling in school with accounts provided by parents.
With the AI progress, there will be no need in a search for personalities - algorithms will make you one. And this can be applied to any company producing entertainment (e.g. social networks), not just gambling.
Movies require an investment of your time so it's somewhat hard to become "addicted" to them.
There are "steam game library" addicts though.
> this majority isn't the target customer
Of course they are. They just aren't prioritized for high cost user enticements. The company only exists if the majority lose. They have big losers and little losers. They aren't here to "entertain" you. Which features of their service are designed to heighten "entertainment" I wonder?