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HomeAuthorsDeb Hilgeman

Articles by Deb Hilgeman

Deb Hilgeman
  
Articles

Can Guest Service Impact be Measured in Dollars and Cents?

June 21, 2024 Deb Hilgeman

Many people believe that guest service is a differentiator in a competitive market, but they don’t know how to build a model to justify the expense of investing in guest service improvements. If this describes you, then […]

Articles

Can Your Club Members Pick You Out of a Crowd?

September 23, 2023 Deb Hilgeman

Raving’s national research of casino player clubs indicates that at least 25% of players think all clubs are about the same. What percent of your club members can’t differentiate your club from your competitors? Or, […]

Articles

How to Increase Customer Loyalty, Team Member Performance, and Profitability

March 15, 2023 Deb Hilgeman

In the last TG&H Issue, we talked specifically about how one casino shared their step-by-step success story on team member surveys. You can read the article here. Based on reader feedback and interest, I wanted […]

Articles

Best Practices: Maximizing Your Team Member Survey

January 4, 2023 Deb Hilgeman

Staffing issues are a top challenge faced by most casino companies, especially when labor shortages make the challenge even more critical. That’s why it’s more important than ever for casinos to conduct team member surveys […]

Articles

Research Update 2022 – Think with Google

April 7, 2022 Deb Hilgeman

Google has become such an integral part of our thinking that when someone needs an answer to a question, “Google it” has become our first response. Because Google knows everything, right? Believe it or not, […]

Articles

Are You Sitting Down? There’s More Bad News About COVID-19

January 20, 2022 Deb Hilgeman

A disturbing result of COVID-19 is manifesting in casinos across the nation. Team member morale, job satisfaction, and intention to remain at their jobs are measuring at lower levels than pre-COVID-19. This is not good […]

Articles

New Survey Says That Americans Are Getting Tired of Surveys

July 6, 2021 Deb Hilgeman

As a researcher, I love surveys. As a consumer, I’m getting tired of being asked, “Will you take a few minutes to tell us how your AT&T technician did today?” or “On a scale of […]

Articles

Moving Focus Groups Online

April 3, 2021 Deb Hilgeman

Dealing with COVID-19 has brought about fundamental changes, and not all of them are bad. One example is how working remotely turned into a huge benefit for many companies and their employees. The pandemic has […]

Articles

The Headline That Casino Management Never Wants to See

October 8, 2020 Deb Hilgeman

On August 19, the daily newspaper of the Mississippi Gulf Coast ran a front-page story with the headline: ‘It’s our lives.’ Scared Mississippi Coast casino employees demand more COVID-19 protections The article said that some […]

Articles

Using Research to Guide Decisions in the New Normal

July 13, 2020 Deb Hilgeman

Casinos nationwide began reopening in May, but business practices are far different than before COVID-19. Guest demographics are also changing, since older guests are more likely to be staying away from public places unless it’s […]

Guest Service

Best Practices Protocol for Guest Communication

May 18, 2020 Deb Hilgeman

Why Northern Quest Resort & Casino’s emails to guests impressed me One of the first casinos nationwide to reopen after the coronavirus closings set a best practices protocol for guest communications during these challenging times. […]

Research

Staffing Is the Top Challenge for Tribal Marketers

March 23, 2020 Deb Hilgeman

The four components of creating more engaged team members A whopping 79 percent of Tribal casinos said that staffing challenges are, for the third straight year, the number one challenge they’re facing this year, according […]

Marketing & Loyalty

The Lighter Side of Research

February 19, 2020 Deb Hilgeman

Ten studies that will leave you scratching your head in disbelief Researchers are inquisitive people. I mean, that’s pretty much what our professional purpose in life is – asking questions to find answers. Many studies […]

Research

Connecting Disjointed Data

November 12, 2019 Deb Hilgeman

Utilizing hotels, gaming and restaurant research to maximize value More research is being done every year by casino resorts trying to capture important data about guests in their casinos, restaurants and hotels. The newest challenge […]

Research

My Little Wiki List of Marketing Research

September 10, 2019 Deb Hilgeman

Which of these surveys should you be doing, and why? Like most people, I love Wikipedia. I rely on it if I need to get a quick shot of knowledge without much effort. Sometimes though, […]

Marketing & Loyalty

Five Bad Excuses that Are Impacting Your Marketing Strategy

July 23, 2019 Deb Hilgeman

What excuse do YOU have for not doing market research? There is NO GOOD REASON to not integrate this tool into your strategy! I recently conducted two workshops on Attitude & Awareness surveys at Raving’s […]

Marketing & Loyalty

You CAN Track Your Branding Campaigns

July 16, 2019 Deb Hilgeman

How smart marketers successfully track their branding and advertising campaigns As casino marketers, we often hear and use the word “branding,” but what exactly are we talking about? And what is the difference between marketing […]

Research

Still Want to Get Engaged?

July 15, 2019 Deb Hilgeman

Changes in team member engagement trends help create a happier and more profitable workplace Three years ago, I wrote an article about team member engagement and how it is becoming increasingly popular. This article will […]

Research

Six Ways to Use Market Research to Improve Your Business

January 1, 2019 Deb Hilgeman

Why pictures of your players will drive more social engagement We’re at the start of another year, so it seems like a good time to remind everyone about how market research can help you make […]

Research

Are Market Researchers Really Hooking up People’s Brains to Measure Responses?

October 1, 2018 Deb Hilgeman

There has to be an easier way I try to keep up on what’s happening with consumer research, which is usually pretty dry reading, even for someone who loves research as much as I do. […]

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TG&H Magazine Digital Edition

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