patron worth, recommending that casinos give each customer a “recency score” (how recently he has visited), a “frequency score” (how often he visits), and a “monetary score” (how much he spends), and then create a personalized marketing algorithm out of these variables.40 “We want to maximize every relationship,” Harrah’s Richard Mirman told a jour

KEY TAKEAWAYS Direct mail (and other offline) success stories have left a lot of clues for all of us to learn from. Your numbers don’t lie, and they will enable you to identify campaigns that aren’t working (and should be killed) as clearly as they will show which campaigns are winners (and should be expanded). Take calculated risks and build off p

Using traditional data has led to a status quo where acquiring customers is the primary goal. The creation of tailored experiences doesn’t get enough attention, resulting in lower conversion and wasted advertising dollars.

detailed data on customers’ usage and retention,