.... it is worth a mention on the blog too. Todd's take on the customer, with a video.
"If you talk to the bulk of the knowledgeable customers (the gamblers for those that haven’t figured that out yet), they are pretty universal in what makes them happy. They also are not shy about telling you what makes them unhappy if you take the time to listen.
1) They think takeout is too high.
2) They question the integrity of the pools.
3) They believe drugs are rampant in the sport.
4) They hate being held hostage to tracks, groups of tracks, or the horsemen. They believe they should be able to wager on whatever track/pool they want to … through their preferred outlet for wagering.
Now there are countless other smaller things they would love to see too, but these are the big four for most knowledgeable players. You know the 80-20 rule? Guess where 80% of the handle is coming from? Yep, the customers that care about the big four.
Racing needs to remember who the customer really is, and get to work on these things first. "
Much more at the link