How to Make Customers Feel Welcome and Comfortable in a Casino


Casino marketing involves knowing your customer’s emotional needs and tailoring the experience to appeal to these feelings. While few gamblers will spend tens of thousands of dollars in Las Vegas on their first visit, savvy casino marketers know that high rollers aren’t a one-time customer. That’s why they focus on building loyalty among loyal customers by leveraging the emotions that drive them to gamble. A good casino marketing plan will make customers feel welcome and comfortable in their new surroundings, and they’ll be more likely to return.

To increase their odds of winning, casinos accept all bets, provided that they fall within the limits set by the casinos. Casinos also make money by keeping patrons’ betting amounts within reasonable limits, as long as they don’t exceed the money they can afford to lose. In addition, the casino’s mathematical expectation of winning varies with each game, so they rarely lose money on any game. However, the casino’s lavish inducements often make big bettors feel welcome, and they’ll spend the extra money on free drinks and cigarettes.

The first casino opened in Venice in 1638, called Il Ridotto. It was meant to provide entertainment during Venetian Carnival, and it was only open to privileged patrons. There were strict rules for entrance to Il Ridotto, including the need to wear a hat and be civil. The casino even had a menu, so patrons could choose which food they wanted to eat and drink. It would be another century before casinos on the Las Vegas Strip would remove the dress code requirement, and there was a new casino that incorporated the rules.