Marty Stevens, VP, Marketing & Sales, Atlantic Lottery, examined “Customer Experience, Loyalty & Retention.
How a customer experiences a brand—not once but over time—determines their perception of meeting their needs and sharing their values.
“Atlantic Lottery is trying to create an enduring relationship where transactions happen within the natural context of why a customer engages with AL in the first place,” stated Stevens.
Customers who had the best experiences spend 140% more versus those who had the poorest experience. Customer experience drives memberships. “AL’s vision is to earn the lifelong loyalty of our customers, one customer at a time, every time,” concluded Stevens.
The lottery’s goal is 1% growth among core and regular players over three to five years.
