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Resort Adds Gamification to Enhance Customer Experience

Northern Quest Resort & Casino in Spokane, Washington, has partnered with OfferCraft, a software gamification company to gamify emails, social media, and even staff-guest interactions across the property. The program has proven so popular that thousands of people have already won meals, slot play, free rooms and more.
Patrons can play games in a variety of ways and settings. Poker players were recently offered a chance to win a coveted spot in a poker tournament, driving excitement and anticipation. And one of Northern Quest’s Fatburger franchises offered exclusive prizes to Email Club members redeemable at their north Spokane location.
Heavily influenced by behavioral economics, OfferCraft’s software platform blends gamification tools with deep insights into human psychology to deliver hyper-engaging incentives that inspire customers and employees. Unlike traditional promotions or employee incentives, OfferCraft’s games and rewards can actually change themselves and evolve over time.
As an example, using OfferCraft’s SmartRewards functionality, Northern Quest’s Camas Club members can sometimes trade one prize for another. During one email campaign, 34.9% of patrons swapped their original reward for a prize they liked better — improving the customer experience and helping Northern Quest better tailor future offers.
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