It is essential for the success of an online casino business to take good care of its loyal and high-value players. In order to ensure this, it is necessary to have an effective VIP management system in place to make these players feel valued, satisfied, and encourage them to return. Loyal and high-spending customers are the ones who generate the majority of a casino’s revenue. If you are unsure about how to keep these valuable customers happy, Casinnovate can provide you with the basic information needed to better understand the significance of offering a high-quality casino VIP program and service.
What is Casino VIP Management? Casino VIP management is a specialized team of marketing professionals and customer service representatives who focus on building and maintaining direct relationships with high-value customers. The aim of this team is to increase the long-term value of these customers and maximize the profitability of the casino. **What is a Casino VIP?** If you’re unfamiliar with the term, a VIP (Very Important Person) refers to a category of customers who have a significant financial investment in the casino and make large deposits and bets. These customers are often referred to as high rollers and are the focus of VIP management.To attract and retain these players, both land-based and online casinos have VIP programs or some type of long-term loyalty program for high-rollers. These programs are typically designed with different categories to categorize VIP players at different levels. The more a VIP player plays and spends, the higher they climb the VIP ladder, gaining access to additional perks and rewards. Sometimes, casinos refer to their VIP players as MVG (Most Valuable Guests), but this term is not commonly used in the iGaming industry. How do casinos manage their VIP customers? Typically, successful online and mobile casinos manage VIP customers through a specific set of marketing and customer service strategies tailored to those players who participate in loyalty programs. Some examples of effective VIP management include:Identifying, developing, and implementing an acquisition and retention strategy for VIP customers (e.g., VIP program). Planning, executing, and hosting exclusive events for VIP guests. Profiling and segmenting VIP guests proactively. Working closely with the CRM marketing team to ensure proper segmentation of promotions and rewards. Direct communication with VIP guests through various channels, such as email, live chat, and phone. Handling any queries or concerns of VIP guests promptly, even outside of business hours if necessary. Analyzing competitors and the market to ensure the VIP program remains engaging and competitive.Generally speaking, online casino VIP programs do not differ significantly from other standard loyalty programs that casinos typically offer. Both are typically based on a tiered points system and follow a similar principle: the more a player spends, the more benefits they receive. The standard tiered VIP system Most VIP programs operate on a tier system, with multiple levels that players can advance through. Each level provides different benefits, which increase in number and quality as the player progresses to higher levels. To advance through the levels, players typically accumulate points, which can be earned in various ways depending on the specific program. For example:Players earn points by participating in real money games. The number of points earned depends on factors such as the amount bet and the type of game. For example, players may earn one point for every ten dollars bet on slot machines, but they may need to wager more on roulette to earn the same number of points. Points can be awarded to players who make their first deposit or through special promotions and tournaments. They may also be awarded based on the amount wagered, whether the player wins or loses. VIP programs often have different levels, which can be represented by colors, metals, or gemstones. These levels can indicate the level of service and benefits offered to members.As previously stated, each tier within the VIP program provides increased and improved long-term benefits, which serves as an incentive for players to remain committed and active. Based on the tier, rewards may include the following: – Exclusive bonuses and promotions – Invitation to VIP-exclusive events and tournaments – Higher deposit limits – Faster withdrawals – Birthday bonus – Cashback – Opportunity to try/play new games first – Personal VIP account manager It should be noted that, out of all the available benefits, personal VIP account managers often represent the most significant benefit and are typically available only to players at the highest tiers. After all, premium players expect and deserve premium service. VIP managers offer tailored bonuses and promotions to each individual player, based on their specific preferences, playing style, and taste. Their role is to ensure that the VIP’s experience at the casino is a positive one. Players can join the VIP program by:How players can become members of a VIP program at a casino may vary. Generally, programs are either offered on a case-by-case basis or are open to all players. In the latter case, players often automatically join the first level of the program upon making their first deposit. However, it should be noted that some free-to-join programs reserve the highest levels for the most serious players, which are often only available by invitation. Regardless of the method used to join a VIP program, it is essential to provide clear terms and conditions to players. These terms should explain the rules of the program, the requirements for becoming a VIP member, how points are earned, what is needed to remain active, how to reach higher levels, and the significance of responsible gambling.It is essential that you understand that VIP management is not simply the hiring of a company to handle your casino’s marketing efforts. The role of those in charge of VIP tasks is to take good care of your most valuable customers. These customers are their top priority, and therefore, you require a company with experience in providing such services. The best VIP managers possess the following qualities: – Experience in customer-oriented roles within the iGaming industry, specifically in VIP account management. – Proficiency in the languages of the target audience. – A comprehensive understanding of VIP marketing strategies, customer relationship management (CRM), and operations. – The ability to accurately and effectively profile and categorize VIP customers. – An awareness of the significance of responsible gambling. – Knowledge of how to develop a competitive and responsible VIP program. – Skills in handling customer inquiries and complaints, and a willingness to go the extra mile for VIP clients.Companies that provide the best VIP services are those that are reputable, legal, and reliable. They are also successful and responsible. These companies, such as those reviewed by Casinnovate, are experts in the online gaming industry. They not only provide casino solutions, but also a range of products and services to help businesses find success. VIP management is one of these services that can help your business thrive.
For example, VIP services are often included in a white label casino package and are also available as a separate option in turnkey and self-service solutions. Most of these software providers list what they provide and are happy to answer any questions you may have regarding their offerings if you are interested in learning more. In short, you have options. The costs associated with running a VIP program in a casino will likely be included in the overall costs of marketing. As explained in our online casino marketing section, marketing is one of the largest expenses involved in running an online casino.That being said, as with any service you may acquire for your online casino, the costs associated with VIP management will vary depending on the company from which you obtain the service, the features involved, and your specific goals. The best way to gain a realistic understanding of the type of fees to expect is to consult with the professionals you intend to engage for the task. Tips for Selecting a VIP Casino Management Service When seeking top-tier online casino VIP services, it may be beneficial to consider the following:When choosing a VIP management service, it is essential to ensure that you select experts in the online gambling industry. These experts should understand the significance of increasing the lifetime value of high-rollers and be able to provide a quality service that meets the needs of these valuable customers. It is not enough to simply offer a VIP program; it must be competitive with those offered by other casinos. The program should provide benefits that are superior to those of the competition in order to keep players engaged and encourage them to continue playing at your casino. Furthermore, it is important to maintain a responsible approach to VIP programs. These programs can be criticized for taking advantage of problem gamblers, but this should not be the primary focus. Instead, the goal should be to provide a positive experience for all players, including those who may be susceptible to problem gambling. By implementing responsible measures such as tracking player habits and monitoring for problem gambling behaviors, you can ensure that your VIP program is both effective and ethical. Additionally, it is crucial to respect a player’s request for assistance if they wish to control their gambling or exclude themselves from the program.Although it is not essential to offer a VIP casino program, some brands do so because it can attract high-rollers and generate greater profits. If you decide to include such a long-term loyalty program in your offerings, be sure to employ the best possible experts in VIP marketing and customer service to ensure optimal results. Casinnovate provides the best resources to help you find the top VIP management services. Start your search today!
