Bio

Mary Loftness is a 20-year veteran marketing strategist with extensive experience in the hospitality, travel, gaming, entertainment, non-profit and technology industries. Having spent her career driving the measurability of marketing and the need to define and track acceptable returns on investment, she understands the need to quickly assess marketing issues and propose solutions which yield both immediate and impressive results. She learned the importance of effective project management; total quality management; value based pricing and yield management working with Radisson and Westin hotels. By the time she had moved to become the Vice President of Relationship Marketing at Station Casinos, she knew how to combine direct marketing, an effective call center and the web into a powerful marketing engine to drive both new and repeat customer behavior. She drove the project planning and launch of one for the first, and to this day, most successful multi-property loyalty programs in the industry. Lured by the opportunity to move to Colorado, she joined Gorp.com to create and manage the operations and call center for a 100,000+ page adventure travel website. In its first year, the center earned the Travelworld Silver Medal for exemplary customer service.

Since founding Profitable Customers in 2000, Mary Loftness has been called upon to provide strategy consulting and tactical direct marketing assistance to a wide range of organizations. Her expertise includes hands-on database management; marketing return on investment, customer profitability measurement, call center improvement, and customer and employee satisfaction measurement.

Mary graduated from Southwest State University of Minnesota with a concentration in Hotel and Restaurant Management. She is a frequent instructor at the University of Nevada Gaming Extended Studies program and with Gamepath, Inc. Mary's articles on Customer Relationship Management are published in Casino Enterprise Management, Hospitality Upgrade and The Rooms Chronicle.