Harrah’s Knows What You Did Last Night

This interesting article can be thought of as an industry piece (Gambling), a marketing piece (how a company/industry famous for poor service and nonexistent customer loyalty turned things around), and an IT piece (the undertaking discussed was major in IT terms). Worth a read.

Editor’s Note: read “Gambling on Customers” in The McKinsey Quarterly, which interviews Harrah’s CEO Gary Loveman
http://www.mckinseyquarterly.com/links/5676