The Whole Truth and Nothing But

摘要

Gary Loveman, the 44-year-old CEO of Harrah's, is praised regularly as the wizard who turned an aging casino operation into the corporate jewel of Las Vegas. (See "Welcome to Harrah's," April 2002.) Among other moves, the former Harvard Business School professor turned the first nationwide loyalty-card program in the gaming industry into a growth engine, locked in record numbers of return customers through precision-target marketing, and created a customer service culture that slashed worker turnover by 45 percent. Result: Harrah's earnings growth since 1999 has far exceeded that of its big rivals—Caesars, Mandalay Resort Group, and MGM Mirage.