News & Resources
In The News
LRA's point of view on customer experience has been covered extensively via a variety of media outlets.
LRA is a recognized leader in the field of Customer Experience Management, and our point of view on customer experience and examples of our client work appear throughout the news media. Whether in industry trades or general business publications, our subject matter experts have been in the forefront of leading the dialogue on the impact of customer experience on real-life business outcomes.
In The News - 2008
Interview with Rob Rush of LRA Worldwide [MP3]
Executive Leaders Radio, WWDB-AM - December 16, 2008
Executive Leaders Radio, WWDB-AM - December 16, 2008
Training as an Investment: People vs. Software
By Conni Billé
Training Executive Exchange - December 11, 2008
By Conni Billé
Training Executive Exchange - December 11, 2008
Be Sure of the Pour - Monitoring Bar Costs in Tough Times
By Jeff Gurtman
Hotel News Resource - November 25, 2008
By Jeff Gurtman
Hotel News Resource - November 25, 2008
Miami Heat Schools Its Staff on Sales and Service
1to1 media - September 8, 2008
1to1 media - September 8, 2008
Customer Experience: If at First Impression You Don't Succeed... You Better Try Again
By Rob Rush
HotelExecutive.com - September 2008
By Rob Rush
HotelExecutive.com - September 2008
What's Your Assessment Strategy?
By Conni Billé
Training Magazine - September 2008
By Conni Billé
Training Magazine - September 2008
Acting the Part in Customer Service
By Shannon Pruce
Lodging Hospitality: August 1, 2008
By Shannon Pruce
Lodging Hospitality: August 1, 2008
Service Culture – Consider Four Basic Elements
By Rob Rush
Sales and Service Excellence: July 6, 2008
By Rob Rush
Sales and Service Excellence: July 6, 2008
Choice Future Makes Entrance at Annual Convention
By Stefani C. O'Connor
Hotel Business: June 13, 2008
By Stefani C. O'Connor
Hotel Business: June 13, 2008
Consistency – the Key to Success
By Rob Rush
HotelExecutive.com: June 6, 2008
By Rob Rush
HotelExecutive.com: June 6, 2008
Does Your Guest Satisfaction and Mystery Shop Data Harmonize...
or Just Make Noise?
By Rob Kaplan-Sherman
Hotel News Resource: May 28, 2008
By Rob Kaplan-Sherman
Hotel News Resource: May 28, 2008
Champion of the Month
Liliahn Johnson, Director of Fan Development, NBA
1 to 1 Media: May 2008
Liliahn Johnson, Director of Fan Development, NBA
1 to 1 Media: May 2008
Get Paid to Shop!
Reported by Nydia Han
6 Action News: April 28, 2008
Reported by Nydia Han
6 Action News: April 28, 2008
The Importance of Customer Experience in a Downturn
By Jeff Gurtman
DestinationCRM: April 15, 2008
By Jeff Gurtman
DestinationCRM: April 15, 2008
Like Life, Business Is a Long, Strange Trip
Philadelphia Business Journal: March 28, 2008
Philadelphia Business Journal: March 28, 2008
Business Travel News' 2008 U.S. Hotel Chain Survey
JW Marriott Wins Upscale As Marriott, Hilton Dominate
Four Seasons, Ritz-Carlton Tie As Deluxe Tier Leads Rate Growth
Days Inn Tops Closely Contested Economy Rankings
By Michael Baker
Business Travel News: March 17, 2008
JW Marriott Wins Upscale As Marriott, Hilton Dominate
Four Seasons, Ritz-Carlton Tie As Deluxe Tier Leads Rate Growth
Days Inn Tops Closely Contested Economy Rankings
By Michael Baker
Business Travel News: March 17, 2008
Insider: Experience Innovation – The Next Generation
By Rob Rush
HotelExecutive Insider: March 14, 2008
By Rob Rush
HotelExecutive Insider: March 14, 2008
Experience Innovation – The Next Generation
By Rob Rush
HotelExecutive.com: March 6, 2008
By Rob Rush
HotelExecutive.com: March 6, 2008
LRA's Rush: Customer Satisfaction Hits the Bottom Line
By Jacqueline Durett
Consulting Magazine: February 28, 2008
By Jacqueline Durett
Consulting Magazine: February 28, 2008
The Science of the Customer Experience
By Eric Krell
1to1 Weekly: February 25, 2008
By Eric Krell
1to1 Weekly: February 25, 2008
The Importance of 'Customer Experience' in a Downturn
By Jeff Gurtman
Hotel News Resource: February 21, 2008
By Jeff Gurtman
Hotel News Resource: February 21, 2008
Up Close and Personal
By Gary Wollenhaupt
Retail Customer Experience: February 13, 2008
By Gary Wollenhaupt
Retail Customer Experience: February 13, 2008
Tourism: There are two new (human) faces at the Philadelphia Zoo
By Peter Van Allen
Philadelphia Business Journal: January 25-31, 2008
By Peter Van Allen
Philadelphia Business Journal: January 25-31, 2008
Insider – Culture: It's Not Just for Anthropologists
By Rob Rush
Hotel Executive Insider: January 8, 2008
By Rob Rush
Hotel Executive Insider: January 8, 2008
