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How MGM Resorts International Revolutionized Loyalty with ReactorCX

Summary

MGM partnered with Loyalty Methods to implement ReactorCX (RCX), transforming the MGM Rewards program.

Challenge

MGM Resorts International needed to revitalize its loyalty program to strengthen customer relationships and drive growth across its diverse properties and services in the United States.

Key Solution Components

Comprehensive System Integration

RCX seamlessly integrated all of MGM’s loyalty touchpoints, including multiple Property Management Systems, Food & Beverage POS systems, Retail POS systems, Kiosks, and gaming systems.

SafeSwitch, Zero-Downtime Migration Strategy

Loyalty Methods’ Threadsync implementation methodology, and our SafeSwitch Migration Strategy ensured a flawless transition to RCX with no service interruptions, maintaining uninterrupted operations and customer experiences.

Sophisticated Loyalty Management

Tracks multiple currencies, offers advanced tier management, automatic point expiration, and annual tier requalification across MGM’s diverse portfolio of properties.

Massive Data Handling

Successfully migrated billions of transactions and millions of member accounts, preserving all historical data.

RCX Member Care Portal (MCP)

A centralized system empowering frontline staff to manage member accounts, respond to queries, and deliver service recovery and benefits efficiently.

Advanced Promotional Engine

Enables complex promotions like bonus point campaigns, trip-based streaks, tier match challenges, and tier accelerator promotions to drive increased on-property spending.

Real-Time Personalization

Leverages the RCX real-time event system to deliver highly personalized communications and offers based on guest behavior and preferences.

Comprehensive Analytics

Provides detailed breakdowns of earn and burn transactions, redemption patterns, and loyalty liability reporting for optimized program management.

Results/Benefits

  • Seamless integration of diverse systems under one unified loyalty platform.
  • Improved data-driven decision-making capabilities.
  • Increased operational efficiency for frontline staff.
  • Enhanced customer engagement through personalized interactions
    and sophisticated loyalty mechanics.
  • Future-proofed loyalty infrastructure supporting complex promotions
    across MGM's properties

Conclusion

The partnership between Loyalty Methods and MGM Resorts International demonstrates ReactorCX’s ability to transform loyalty programs for large, complex hospitality businesses. The platform’s integration capabilities, real-time processing, flexibility, and advanced analytics have empowered MGM to deliver an exceptional loyalty experience, driving customer engagement and business growth across its properties.

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