Trust is one of mans key decision making criteria
when meeting new people for the first time. I mean think about it. If
you want to buy a house, select a new computer or even decide where to
take your partner for dinner for that special occasion, what do you do?
You ask someone for their advice. In the case of house you'll ask lots
of people from a range or agents or realtors to friends and family. And
of course you are right to. It's a big outlay. It also affects your life
experience. If you select the wrong house you'll be reminded every time
you walk up to the front door.
What about those more personal experiences like
dinner with your partner? Get the wrong advice and consequently pick the
wrong type of restaurant for a birthday or anniversary and you'll have
just wasted your money. No romantic end to the evening for you.
Casino Genie, independent online casino aggregator,
recently published a survey which had some quite surprising results.
The bottom line is that online casinos are losing thousands of customers
every day.
And one the key criteria of that personalized
service is trust. Players want honesty and integrity. Sure this will
cost the casinos more to manage but the upside will out weigh those
costs. The survey figures show that players stay with a casino 5 times
longer when customer service meets their expectation. So given this
information what we now need to understand is how we can help casinos
deliver this and fun experience too.".
And there is huge community of people who are put
off by the complexity of the games, the language that we use is
confusing and they feel out of their depth. If online casinos want to
win advocates for life they need to be 'your friend'. Behave like the
friend at school who taught you the rules of baseball or English cricket
without laughing at you. Then you can both enjoy the game more."
Interestingly of those players who had been
gambling for more than 12 months, there was still a huge amount of
players playing at four casinos or more, 48%. Alarmingly for online
casinos 78% of these cited poor customer service as a reason for their
fickleness. Only 4% of players had found site which they were entirely
loyal too. But here is the killer fact. Every one of those 100 people
said that the reason they stuck with their casino was because of 'superb
customer service'. Makes you think doesn't it. Why isn't my casino like
that?.
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