Harrah's Entertainment, Inc. Case Study

 

1. How does the "customer worth" differ from the observed level of play? Do you think this is important? Why or why not?
2. Compare Harrah's Total Gold program to a more contemporary loyalty or other type of customer incentive program (e.g., Starbucks Rewards, etc.) you've encountered in your own experience as a consumer. Do you see any similarities? Differences? Explain.