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

Loyalty Schemes – What Really Matters
If you haven't been following the news, Hilton Hotels recently changed the point redemption values for its loyalty program, Hilton HHonors. Essentially, a free night that used to cost 10,000 points now runs 12,500 - a devaluation of some 25%. Hilton took an immediate PR hit and competitors pounced, offering Hilton HHonors members special deals to "earn back" the points they had "lost;" Hilton defended its move by reminding folks that they have not changed redemption levels in six years.

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