WORKSHOPS: Raving Certification Track

Steve Browne is the Vice President and Customer Service Associate of Raving Consulting Company. Steve is a graduate of the University of Colorado and has over 25 years of experience in the gaming industry, most notably nine years as the owner and general manager of Cactus Jacks, a customer-focused locals casino in Carson City, Nevada. From this incredible experience in "customer worship," Steve has created an entire suite of Raving training products and services. His gaming savvy, extremely motivational style, and "people focus" have quickly helped Steve to become the premier customer service resource in the gaming industry. In eight short years, he has worked with over 50 casino clients and created and installed more service training programs than any individual or company serving the gaming industry. He has worked with numerous tribal casinos on customer service and player development, and how these disciplines should be effectively linked.

Toby entered the gaming business in 1994 as Marketing Director for Bronco Billy's and Buffalo Billy's Casinos in Cripple Creek, Colorado, following a 12-year management and fund-raising career with the March of Dimes Birth Defects Foundation in New York and Colorado. As Vice President of Marketing and Client Services for Raving Consulting Company since 2001, Toby focuses her expertise mentoring casino marketing executives and staff and has assisted in the assessment, development and implementation of strategic marketing plans for more than three dozen Native American, commercial and government casinos. She has published articles in Casino Journal, Strictly Slots, Casino Player, Gaming Today and Native American Casino Magazine. Toby has served on the Advisory Board for the Nevada Council on Problem Gambling and previously organized their annual fund-raising golf tournament. She is a graduate of Oneonta State University, New York.

Toby entered the gaming business in 1994 as Marketing Director for Bronco Billy's and Buffalo Billy's Casinos in Cripple Creek, Colorado, following a 12-year management and fund-raising career with the March of Dimes Birth Defects Foundation in New York and Colorado. As Vice President of Marketing and Client Services for Raving Consulting Company since 2001, Toby focuses her expertise mentoring casino marketing executives and staff and has assisted in the assessment, development and implementation of strategic marketing plans for more than three dozen Native American, commercial and government casinos. She has published articles in Casino Journal, Strictly Slots, Casino Player, Gaming Today and Native American Casino Magazine. Toby has served on the Advisory Board for the Nevada Council on Problem Gambling and previously organized their annual fund-raising golf tournament. She is a graduate of Oneonta State University, New York.

So many relationship building tools, so little time. We have rich player databases and limitless opportunities to segment. Fun promotions, sexy stationery, juicy coupons; all fantastic means to invite players to return. However, in all our efforts to capitalize on this wealth through direct marketing, we tend to overlook the core of what we’re trying to accomplish. The courtship of our players requires more than ad copy; it needs a greater investment in the written word. Through Raving Writing, Nicole Barker seeks to weave the personal touch back into the mix. Her credentials cover multiple bases to better suit your needs. She’s poised to optimize your mailings thanks to her experience as a Direct Marketing Manager for Harrah’s Las Vegas, the Rio, and Harrah’s Laughlin. Her MBA in marketing helps her to understand the business dynamics of your property. And, most importantly, she’s passionate about writing to your players as friends.

Dennis Conrad is the President and Chief Strategist of Raving Consulting, a unique and effective marketing company that has worked with over 200 casino clients worldwide, including numerous tribal casinos. Dennis is a graduate of Stanford University and has over 30 years of experience in the gaming industry, in positions ranging from keno writer to Corporate Vice President. He is a noted author and compelling speaker, having written the popular book, Conrad’s Corners: Observations on Casinos, Marketing and Life. He has been a featured speaker at gaming conferences in North America, Africa, Australia, Europe, South America and the Caribbean. Dennis has been married to his wife Becky for 32 years and has been very active on the problem gambling issue, most recently as the President of the Board of Directors for the Nevada Council on Problem Gambling.

For the past 28 years, developing marketing plans for the gaming industry has been Steve Forsythe’s job. Making them successful has been his passion. Since 1979, Forsythe has helped develop and implement marketing, public relations and advertising strategies in such gaming markets as Las Vegas, Atlantic City, Mississippi and Colorado, as well as throughout Indian Country, for properties ranging from full service resort/hotels to small casinos. Currently the Chief Executive Officer of FFE/adventas, Forsythe was an original agency partner when it was formed in 1985. Prior to the agency, Forsythe served as the Director of Public Communications for Caesars Palace and Director of Advertising and Publicity for the Riviera in Las Vegas. Forsythe is a graduate of San Jose State University with a BA in Journalism.

Steve Browne is the Vice President and Customer Service Associate of Raving Consulting Company. Steve is a graduate of the University of Colorado and has over 25 years of experience in the gaming industry, most notably nine years as the owner and general manager of Cactus Jacks, a customer-focused locals casino in Carson City, Nevada. From this incredible experience in “customer worship,” Steve has created an entire suite of Raving training products and services. His gaming savvy, extremely motivational style, and “people focus” have quickly helped Steve to become the premier customer service resource in the gaming industry. In eight short years, he has worked with over 50 casino clients and created and installed more service training programs than any individual or company serving the gaming industry. He has worked with numerous tribal casinos on customer service and player development, and how these disciplines should be effectively linked.