Guess your experiences differ from mine.
Let me ask you this then, how does your book(s) keep you loyal? If you’re a bookie, how do you keep your customer(s), what incentives do you offer?
My best experience is with books I’ve never had to email or call. They never contact me by phone or email besides the seldom newsletter. This might not be a very personalized relationship but I’m not looking for that, all I want is prompt payouts and no BS when you win. Other people might look for other things.
There’s been a few books I’ve thought to be great until I had a small problem, hate having to contact a book multiple times to get small issues resolved. Generally I’d say CS sucks at most books.
Let me ask you this then, how does your book(s) keep you loyal? If you’re a bookie, how do you keep your customer(s), what incentives do you offer?
My best experience is with books I’ve never had to email or call. They never contact me by phone or email besides the seldom newsletter. This might not be a very personalized relationship but I’m not looking for that, all I want is prompt payouts and no BS when you win. Other people might look for other things.
There’s been a few books I’ve thought to be great until I had a small problem, hate having to contact a book multiple times to get small issues resolved. Generally I’d say CS sucks at most books.
kongen said:
Fits the current theme of things going on today. Whats everybodys opinion in 2006? Mine is a number of offshore places give give less than a damn about customer retention and but spend a ton in aquistion cost to get them. There customer service skills suck as whole and they can in no way identify the type of players they want to keep.
im not sure that they understand
customer service when it comes to dealing with a customer on the phone
is if its a 2 minute problem it takes 2 minutes not 45 mins and transferred and put on hold 6 times.
that sux and leads to 1. withdrawal of all funds and 2. closure of account
employ people that speak english and not simple english from a textbook - conversational english
im not just picking on sportsbooks when i call amex and i get someone in india i refuse to speak to them - i ask to speak with a naturalised english speaker.
customer service when it comes to dealing with a customer on the phone
is if its a 2 minute problem it takes 2 minutes not 45 mins and transferred and put on hold 6 times.
that sux and leads to 1. withdrawal of all funds and 2. closure of account
employ people that speak english and not simple english from a textbook - conversational english
im not just picking on sportsbooks when i call amex and i get someone in india i refuse to speak to them - i ask to speak with a naturalised english speaker.
No bookie can afford to ignore customer retention as a major issue now. However it is not something that can be switched on overnight and it takes years to actually implement customer-friendly retention.
My feeling is that it is usually down to how management of a book see players. If they think of them all as either suckers to be fleeced or bonus abusers to be kept away, it is going to be hard for them to have a good attitude to customer retention.
If they see themselves as a service to bettors and that when the customer loses it is a good idea to give a decent % of that profit back to keep the customer happy then they are likely to have decent customer retention.
I know we reward our customers regularly and that it works for us. But as a customer of some of our rivals, I am frequently amazed by how little they do to keep me coming back.
My feeling is that it is usually down to how management of a book see players. If they think of them all as either suckers to be fleeced or bonus abusers to be kept away, it is going to be hard for them to have a good attitude to customer retention.
If they see themselves as a service to bettors and that when the customer loses it is a good idea to give a decent % of that profit back to keep the customer happy then they are likely to have decent customer retention.
I know we reward our customers regularly and that it works for us. But as a customer of some of our rivals, I am frequently amazed by how little they do to keep me coming back.
