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The Why

Identify the key elements of ‘customer delight’ and engagement – amongst the VIP segment. All with a view to driving overall brand attractiveness amongst potential proposition users, as well as increasing existing punter tenure and spend.

The How

An online study (incorporating qualitative & quantitative components) was conducted with both current and lapsed Intercasino (VIP) customers – providing participants with a forum to share their satisfaction/dissatisfaction with the current offering and brand (as well as associated perceptions and usage barriers).

The What Now

Intercasino re-worked their VIP proposition – to enhance the user experience, as well as re-focus their promotional marcomms activity – in terms of structure, tonality and frequency.

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