The hiring of Loveman for the implementation of new marketing strategies and operations was a great move by Harrahs. Loveman had the most significant impact in the marketing arena. The data that was collected through the club cards had to be analyzed, and used as a beneficial tool in expanding Harrahs, and better identifying certain things that each individual can do to better the company as a whole. Loveman planned on using the data collected to shape the marketing strategies he would implement. While analyzing the data, he found out that 26 percent of the gamblers produced 82 percent of the income. And, that the gamblers that produced all of this income were not the high rollers, they were just the average consistent gambler.
When Loveman realized that the main customers were not just the high rollers, he started to focus more on customer service. He implemented strategies that mainly focused on the average everyday customer. He also implemented the employee rewards to customer satisfaction. The more satisfied the customers, the more money. Loveman implemented some of the fundamental rules to a successful business. He realized that the main way to get Harrahs to grow as a company, they needed to satisfy their customers. And the only way to satisfy the customers is to satisfy Harrah's employees. Happy employees, happy customers, leads to growth, and ultimate success.
Under the leadership of Loveman, Harrahs grew to great heights. Satre eventually stepped down, and Loveman took over as the CEO of Harrahs. Even today, Harrahs shows quality customer service, and is dedicated to their customers. They still receive tons of information from the club cards, and can constantly improve their marketing strategies. I think that the data analysis, the study of the data, and the strategies that came from the sets of data was the ultimate key in the success of Harrahs.
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