Question of the Day - 31 August 2019

When they wrecked their players' club, they knew there would be negative reactions; they knew they'd lose customers; they knew customers that stayed would be unhappy. They made a cold-blooded calculation that the savings from gutting the player's club would more than make up for the losses from losing players. And they might be right--in the short term!
But what a hypocrite that guy Strow is! If they wanted to "improve the guest experience," they'd do what everyone is clamoring for and put things back the way they were. Does he really think anyone wants to earn NO slot club points for playing at Boyd? He can shove my Ruby card up his coin chute.

Perhaps it's because my wife and I are strictly table game players that these changes have had no effect on us. The casino still comps us for room and still buys our meals. This hasn't changed for us in 7 years. What was wrecked for other players?

So he completely refused to respond to everyone's discontent and just said they do want players to tell them what they think, which is the standard response for every company, even though they all do refuse to actually change things because of the responses.  We stopped playing and will never return due to their hate for us who are large players.

I've been an emerald member for years now and played almost exclusively at The Suncoast. When they changed their tier structure, I gave serious thought to playing elsewhere, but I didn't. But then other factors came into play, which I won't go into here. Short route: I switched casinos and now play at The Rampart, next door to The Suncoast, and am very glad I made that move. I've been playing at The Rampart for about 10 months now and am already a Summerlin Premiere tier. Rampart knows how to treat their clientele. Never going back to Boyd. Ever.

From a management point of view.  Boyd bigshots are always looking at the bottom line of profits for many reasons and will cut costs anywhere they can to make that line look better. Strow is a little shot but knows PR wise that public opinion is damaging to that bottom line but needs proof to take to the bigshots that he is correct is saying "leave player club alone".  The business industry nows that one negative complaint is equal to ten who are pissed but didn't complain, this is the ammo Strow is looking for.  So complain away on those surveys or run away like so many have.

while its important to respond honestly on the surveys, direct response is better. I recommend old fashioned letters, most organizations give them more weight simply because they're unusual now and seem more formal.

The chances of them listening to customers is NIL

As a "corporation communications specialist," AKA a PR flack, Mr. Strow is just doing his job: Presenting the illusion of being forthcoming without actually saying anything substantive while simultaneously promoting the fiction that his employer is exclusively devoted to serving the interests of its customers, community, God, and country.

I actually own a few Boyd shares.  Their stock seems to be doing better than many strip operations.  They do appear to look for opportunities to increase stock value.  Comments here are correct that companies need to pay attention to the benefits of the experiences of card members.
I also go there to play table games and have a second home in Summerlin.  Go to both Boyd's Suncoast and Rampart.   I agree that Rampart treats their clientele better.   Hope Boyd is listening to a stockholder.

As opposed to the message above me, when Boyd gutted their club and I chose to stop playing there, I felt consistency was in order and sold sold all of my stock in the company. I am secretly hoping for bankruptcy (I wish!). 

My wife is a ruby ( she is strictly a slot player ) while I am a sapphire and now that they have changed the slot club, she no longer gets anything from playing.  At one time she got three comped nights at properties like Sam's Town and Goldcoast, now she gets nothing nor do I ( a dedicated video poker player )  when I used to get 2 nights comped.  When I asked my wife if she wanted to go to Las Vegas next month, she replied " why bother they give us nothing. "  I am in the process of making reservations at an MGM property in Biloxi!

 I am also a stock holder. My and my extended family will only go there to use the MRB food coupons. 50% off buffets, we'll see who wins that hand. Will not play there. Note: the value of their stock has declined.

I am a Sapphire member and primarily play VP and slots.  Since the change, my offers have increased.  I'm getting 3 night stay offers constantly - at both Orleans and Sam's Town. Maybe, I'm just one of the few lucky ones that benefited from the changes??

Been away, so this probably won't be read, but surveys are the way.  I can't speak about Boyd, but have seen responses/actions happen when I opined on surveys.  Granted, nothing as huge as changing a tier system, so far at least.  You must LOW rate what is unsatisfying, i.e. score something "1" on a 1-10 scale, or "FULLY DISAGREE" to those opinion statements such as "XXX casino's comp system is fair and easy to understand." A 8-10 score won't get noticed.  Specify concerns in text boxes.  Big changes take a while.