Lessons from Las Vegas: Measuring the Customer Experience

Here’s something you might not know about me: years ago, I began my career in retail running a casino. This is where I learned customer service and the value of human traits such as empathy, excitement, and desire when it comes to how consumers choose to spend. I still have a home in Vegas and visit as often as I can.

In many ways, I still see casinos as the paragon of retail execution. They’re struggling these days with the same challenges faced by the rest of retail due to COVID-19 — but casinos have several unique strengths that can…