2015: Steve Browne, President, Raving Service
Steve Browne was honored with a Casino Marketing Lifetime Achievement Award because of his passion, his perspective, and his persistence during a 35-year career in the gaming industry.
His “passion” has been on full display, whether it was as a craps dealing “lumpy” in Northern Nevada, a player-engaging pit boss, a casino owner with an unheard of formula of “customer worship,” or an international marketing consultant selling the notion of gaming as an “entertainment experience that enriches people’s lives.”
His “perspective” comes from his appreciation of the honorable work that casino workers do, and joining them in it, in their world and in their unique language. It comes from the 100 machine, new tribal casino and the 5,000 machine, 300 table game megaresort. It comes from his “hero,” his daughter, Katie, who raised “him” while she grew up with cerebral palsy.
And finally, Steve Browne was honored for his “persistence.” Not for the hundreds of consulting projects he has done over the decades, nor in the scores of states and countries in which he has done them. Not for the tens of thousands of employees he has taught and inspired to give better service or be better hosts. Not for the books he has written, not the speeches he has given, nor the information gathering and reports he has done. But Steve is being honored for his persistence in coming back to us again and again, to remind us of our better selves, that our customers are real people and that success in our industry is built on relationships and not “stuff.”