Interview With Martin Baird, CEO, Robinson & Associates
This week, the Global Gaming Business Podcast features an interview with Martin R. Baird, the chief executive officer of Robinson & Associates, Inc., on his expertise in customer service and employee satisfaction.
Baird has advised casinos on training and human resource issues for more than 10 years. His “Advocacy Index” recognizes that customer loyalty and word-of-mouth marketing can often be the most powerful form of marketing around, and he suggests that employees become advocates for their own properties. Baird explains how to accomplish that when he spoke with Global Gaming Business Publisher Roger Gros in San Diego in April.
Roger Gros is publisher of Casino Connection and Global Gaming Business, a the industry’s leading gaming trade publication. Prior to joining Global Gaming Business, Gros was president of Inlet Communications, an independent consulting firm. He was vice president of Casino Journal Publishing Group from 1984-2000, and held virtually every editorial title during his tenure. Gros was editor of Casino Journal, the National Gaming Summary and the Atlantic City Insider, and was the founding editor of Casino Player magazine. He was a co-founder of the American Gaming Summit and the Southern Gaming Summit conferences and trade shows. He is the author of the best-selling book, How to Win at Casino Gambling (Carlton Books, 1995), now in its third edition. Gros was named “Businessman of the Year” for 1998 by the Greater Atlantic City Chamber of Commerce.
