About Us
Strategic Partners
In each client engagement, LRA strives to bring the proper resources to bear in order to best address the customer experience issues at hand.
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When the needed resources fall outside of LRA’s core strengths, we look to serve as the "general contractor" of the customer experience. By serving in this role, we can best match the needs of the project with the expertise and talents that our strategic partners bring to any engagement.
As always, the goals remain the same. Design, implement and sustain the customer experience – across channel, product line, department and touch point – that will drive customer satisfaction, loyalty, advocacy…and the outstanding financial outcomes that follow. In short, exceptional experiences. Every touch. Every time.
LRA works closely with the following strategic partners:
Shane Green Enterprises
Shane Green Enterprises (SGE) is a global consulting & learning company, specializing in training, executive development and change management. Founded in 2002 by a group of Hospitality Industry Executives, SGE was formed with one basic vision: Transform business contenders into market leaders, by helping them move their associates and customers from the uncommitted category of "satisfied" to the ultimate goal of "being loyal." SGE has developed a comprehensive approach for preparing organizations to deliver world class customer service and gain improved customer loyalty. The group firmly believes that the key to a company’s long term success is the education and development of its leaders and associates. Organizations that are willing to invest in the development of their staff create for themselves the opportunity to operate at a world class level. Learn more at www.shanegreen.com.
The Customer Group
The Customer Group, LLC (TCG) is a leading customer interaction consulting firm, headquartered in Chicago. Founded in 1999, TCG has assembled a world-class team of leading consulting professionals that utilize its proven methodology to develop Customer Interaction Excellence™ working closely with leading companies across different industries. TCG has extensive experience working with companies to improve business performance through concentrated efforts focused on customer-focused strategy, operations and technology. TCG has successfully assisted more than 50 companies and organizations across various industries. Specific expertise includes marketing, sales, service, contact center, operations, technology, strategy development and large program management.
Chad McClennan is President and CEO of the Customer Group; he founded the company in 1999 with the vision of creating a truly unique professional services firm. Prior to founding The Customer Group, Chad spent nine years in several positions within Andersen, most recently leading Andersen's Integrated Customer Solutions practice. Learn more at http://www.customergroup.com.
Our CEM Methodology
Our proven process is the blueprint for the design, implementation, and delivery of each superior experience.
See How It WorksLeadership
LRA's leadership team is defined by customer experience subject matter expertise and thought leadership.
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