News & Resources

LRA is helping lead the dialogue in and around the world of Customer Experience Management.

We are proud of the role that LRA has played in helping to make "customer experience" a more mainstream business practice. Our position of thought leadership has allowed us to contribute to the "experience" dialogue through the years via a wide range of company press releases, bylined articles, op-ed pieces, columns and feature articles. The featured and archived information within our "News & Resources" section provides a good overview of the evolution of CEM, a general education on how "experience" matters, and – of course – a range of examples of how LRA helps clients deliver exceptional experiences. Every touch. Every time.

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Spotlight

It's Not Just About the Bonus Points Anymore: Rethinking the Elite Guest Experience
By Shannon Dooley, Operations Manager
Quality Assurance

It was almost the perfect weekend. In the middle of an otherwise long stretch of business travel, I rewarded myself with a three-night weekend stay at a posh, branded resort just minutes from Las Vegas. For me, the trip was "free" or as free as things get in this day and age...

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