“Harrah’s uses “loyalty cards” to induce people to play longer and spend more money (Abumrad, 2008)….”

“Harrah’s uses “loyalty cards” to induce people to play longer and spend more money (Abumrad, 2008). The cards function like bank cards; users swipe them at the slot machines to play, and the cards register wins and losses. The loyalty cards are part of a pilot program to track individual user behavior. The casino maintains real-time data on the actions of every card-holder and uses the data to determine individuals’ financial “pain point” – i.e. how much money they are willing to spend before leaving the casino. The casino uses that pain point to stage strategic interventions during real-time play. When a player comes close to her limit, a staff member on the casino floor receives an alert from a dispatcher, greets the player, and offers her a free meal, a drink, or a bonus gift of money added to the loyalty card. By mitigating the bad experience of losing with a gift, Harrah’s extends people beyond their pain points and they stay and play longer.”

Archives & Museum Informatics: Museums and the Web 2009: Paper: Simon, N., Going Analog