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OCT 2008

Harrah's Changes Its Game†

Tough Times for Gambling, Large Debt Force Shifts

Wall Street Journal, October 27, 2008 — Gambling giant Harrah's Entertainment recently cut the hours at some of its casino VIP lounges, and even replaced plates full of hearty sandwiches with bruschetta and hummus. The moves riled Harrah's middle-market customers, who are accustomed to getting the high-roller treatment in exchange for their loyalty.

The changes were a small sign of larger problems at the nation's biggest casino company.

Categories: Brand Strategy, Marketing Strategy, Customer Experience
Tags: Harrah's, MGM, Total Rewards, Wynn, Customer Experience, customer loyalty program, customer services, marketing to middle-market

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