“Harrah’s Entertainment Inc.” by Rajiv Lal
1. What are Harrah’s brand’s strengths, weaknesses, opportunities, and threats?
Strengths
General
- Strong and consistent revenue growth over the past years and reliable stock market performance allowing for Harrah’s to gain a leading market position.
- Harrah’s national presence with a network of 26 casino locations in all “traditional” and most of the new U.S. casino markets across 13 states, including land-based, dockside, riverboat, and Indian casino facilities.
- First-mover advantage: William Fisk Harrah was the first to industrialize gambling with the casino operation in Reno, NV dating back as far as 1937. Additionally, Harrah’s was among the first companies to set up facilities whenever the legal and regulatory institutions allowed for new markets opportunities.
Customer Relationship Management
- Complexity of the Total Rewards program which is designed to appeal to and provide value for both “big time spenders” and small but steady gamblers.
- Harrah’s ability to anticipate, as opposed to react to, what customers like and dislike and design and deliver its services accordingly.
- Technology enabled, automated business processes which provide seamless customer information across all departments in all Harrah’s locations.
- Ability to (re-) design its servicescape based on the transaction data obtained from its Total Rewards members, e.g. install more slot machines if data suggests this will yield to increased revenues.
- Consistent brand experience for customers through integration of information system infrastructures across all Harrah’s locations.
Organizational Structure
- Harrah’s customer-centric marketing and operations approach which tightly integrates marketing and operations activities through cross-functional teams.
Management
- Strong performance of COO Gary Loveman in developing and implementing the Total Rewards program and re-building the company’s organizational structure.
Service
- Harrah’s ability to provide
Strengths
General
- Strong and consistent revenue growth over the past years and reliable stock market performance allowing for Harrah’s to gain a leading market position.
- Harrah’s national presence with a network of 26 casino locations in all “traditional” and most of the new U.S. casino markets across 13 states, including land-based, dockside, riverboat, and Indian casino facilities.
- First-mover advantage: William Fisk Harrah was the first to industrialize gambling with the casino operation in Reno, NV dating back as far as 1937. Additionally, Harrah’s was among the first companies to set up facilities whenever the legal and regulatory institutions allowed for new markets opportunities.
Customer Relationship Management
- Complexity of the Total Rewards program which is designed to appeal to and provide value for both “big time spenders” and small but steady gamblers.
- Harrah’s ability to anticipate, as opposed to react to, what customers like and dislike and design and deliver its services accordingly.
- Technology enabled, automated business processes which provide seamless customer information across all departments in all Harrah’s locations.
- Ability to (re-) design its servicescape based on the transaction data obtained from its Total Rewards members, e.g. install more slot machines if data suggests this will yield to increased revenues.
- Consistent brand experience for customers through integration of information system infrastructures across all Harrah’s locations.
Organizational Structure
- Harrah’s customer-centric marketing and operations approach which tightly integrates marketing and operations activities through cross-functional teams.
Management
- Strong performance of COO Gary Loveman in developing and implementing the Total Rewards program and re-building the company’s organizational structure.
Service
- Harrah’s ability to provide