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CLIENTS
Albertsons
Albertsons, the nation’s #3 supermarket chain, had
been succumbing to the “Flavor of the Month” phenomenon – a
new “brand promise,” advertising campaign and
training program with each new leadership team. Its
performance in industry customer satisfaction scores reflected
the fragmented message. LRA helped Albertsons align
and communicate a consistent, simple service philosophy and
the related training to more than 200,000 employees (many
of whom were part-time teenagers), showing Albertsons that
it has “GOT” to be easy!
ARAMARK
LRA works with multiple lines of business within the ARAMARK
Corporation, a global leader in foodservice and facility
management, on a variety of projects, ranging from the development
and implementation of hospitality service standards, to creating
customer research programs, to the development of complex “Knowledge
Base” websites. Within ARAMARK, LRA works with
its Stadiums & Arenas, Parks & Resorts, Healthcare, Higher Education,
Senior Living, Business Services, Conventions & Cultural
Attractions and ARAMARK Harrison Lodging divisions.
Read the ARAMARK Harrison Lodging Case Study
Choice Hotels
Faced with dipping guest satisfaction scores and seeking a program to help elevate the public perception of its various brands, Choice Hotels Canada and Choice Hotels Europe turned to LRA to implement a Quality Assurance program to reinforce its brand standards. Today, LRA consults with approximately 270 properties representing seven different brands in Canada, and 55 properties representing four brands in Europe, as well as the entire 5,000 property Choice USA portfolio, providing Choice corporate with a consistent measure of franchise performance and each property with a blueprint for improvement.
Churchill Downs Incorporated
The iconic home of the Kentucky Derby felt
the need to elevate its customer experience on two fronts.
For one, renovations at the namesake track created some
big-ticket premium seating areas and the accompanying big-ticket
customer expectations. Secondly, the company had
acquired a number of additional high-profile racetracks...but
didn’t
know how to create a branded “Churchill Downs” customer
experience. LRA helped CDI facilitate the creation
of the “Aspire” Guest Service model, implemented
the related training across the enterprise, and is executing
a mystery shopping program to measure compliance.
Delaware North Companies
With well-known holdings ranging from the
Ahwahnee Lodge at Yosemite National Park to the NHL’s
Boston Bruins, DNC remained largely a mystery to the general
public despite being one of the world’s largest food
service and facility management companies. DNC approached
an ad agency about elevating its brand profile; the agency
said not to bother until the DNC customer experience improved. LRA
worked with DNC to develop “GuestPath,” DNC’s
branded service philosophy and delivery program that guides
each and every customer interaction, from LAX to the moon…or
at least the Kennedy Space Center.
Delta Hotels
As Canada’s largest first-class
hotel management company, Delta was looking for a partner
to help measure the immeasurable – the intangible “Delta
Feeling” that guests were supposed to experience at
a Delta property. LRA’s Quality Assurance and
Mystery Shopping team worked with Delta to build a program
that was able to quantify this “feeling” and
provide a program for Delta that provides oversight at the
corporate level and – at the property level – prescriptive
corrective action to get back that “feeling!”