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
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.
Drive loyalty success with one platform
Choose the best in class solution, team and process to get there.
