Clients

LRA works across industry verticals and on projects of various size and scope with one common thread - helping clients deliver exceptional customer experiences.

At LRA, we are very proud of the clients that we have helped. Our client list represents companies and brands large and small, globally-recognized and less well-known, all with the desire to differentiate themselves from the competition based on customer experience. The client relationships described in the following project capsules and case studies run the gamut from full Customer Experience Management engagements to more focused projects utilizing only one of our CEM solutions. Most client engagements come with a good story or two...as well as a satisfied client eager to discuss their LRA experience.

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Accor Hotels

Accor Hotels is one of the leading global hotel companies, with more than 4,000 hotels representing 11 brands located in 90 countries throughout the world. This far-flung enterprise relies on LRA to ensure the proper guest experience is being delivered for a range of brands across a variety of locales.  For one, LRA provides the Global Quality Assurance program for Sofitel Luxury Hotels and provides training for property management on how to use all of the company performance data to drive improvements; in addition, LRA conducts brand compliance audits in the United Kingdom, Asia-Pacific and the Middle East for all Accor brands.   In the United States, LRA has worked with Sofitel and Motel 6 (formerly Accor North America) on the Green Key Global Eco-Rating program, helping each of these brands understand that “green” and “quality” go hand in hand.

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 and business processes, to conducting research programs, to the development of complex "Knowledge Base" websites. Within ARAMARK, LRA has worked with the Stadiums & Arenas, Parks & Resorts, Healthcare, Higher Education, Senior Living, Business Services, Conventions & Cultural Attractions and ARAMARK Harrison Lodging divisions.

Case Study

AvisBudget Group

The car rental giant needed to get creative in its efforts to monitor Quality across its locations, and turned to LRA to mobilize the ABG sales force as “mystery shoppers” using LRA’s TrueView platform.  The program, branded internally as “YourView,” informs ABG employees of the standards that govern every location and how to measure them effectively, ensuring consistent customer experiences throughout the land. More recently, LRA implemented a Service Quality Assessment audit program that measured the end-to-end performance of key Avis and Budget airport locations against two competitors – Hertz and Enterprise.

Carlson Rezidor Hotel Group

This global hospitality company relies on LRA Worldwide to conduct its QPR program for the Radisson and Country Inn & Suites brands in the Americas and Asia Pacific.  LRA’s global coverage is complete, as the relationship extends to the Carlson-affiliated Rezidor Hotel Group in Brussels, Belgium.  LRA conducts the Quality Assurance and Brand Compliance audits for Radisson Blu and Park Inn throughout EMEA for Rezidor.

Choice Hotels

Faced with dipping guest satisfaction scores and seeking to elevate the public perception of its brands, Choice Hotels turned to LRA to implement a Quality Assurance program to reinforce its brand standards. Today, LRA consults with more than 6,500 properties representing seven different brands throughout the United States, Canada and Europe, providing Choice's corporate team 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 runs an ongoing mystery shopping program to measure delivery.

Cleveland Indians
Sports Industry Training

When you are creating a dedicated service function within your organization, it's crucial to provide the staff with the required skills to not only sell…but to constantly renew the relationship.   LRA has delivered its tested “Building Relationships” training program to the Indians sales and service staff on multiple occasions – in a study conducted by Sports Business Journal and Intellishop, the Indians ranked 4th in all of MLB in terms of the effectiveness of these staff members (another repeat LRA client – the Padres – ranked #1).  In all,  “Building Relationships” has helped more than 40 professional sports teams strengthen their relationships with their most valuable customers.

Copa Airlines

LRA was retained by Copa, the Panamanian carrier that “moves more passengers through the Americas,” to help revamp its “Voice of Customer” research program.  LRA’s research team dove into the consulting engagement, providing analysis and recommendations to reshape the Copa passenger experience for future generations of travelers

The Cosmopolitan of Las Vegas

When this stunning property opened its doors in December 2010, it marked the most high-profile opening on the strip in years…and LRA was there to help. LRA consultants were on-site for weeks pre-opening and after, providing continuous feedback on the guest experience to help fine tune the unique Cosmopolitan Service Culture. Since LRA and Jay-Z helped open the property, LRA has continued to provide measurement services for the resort – ongoing quality assurance evaluations, guest surveys, meeting planner research, employee engagement research, and more.

Eurest Services

Eurest, a division of the international food service giant the Compass Group, provides corporate dining services to corporations throughout the country.  LRA has built a comprehensive evaluation program for Eurest that measures how effectively each outlet adheres to brand standards, operates and delivers the desired customer experience.   The Eurest program is unique for one of this nature, as the LRA consultant evaluates unit performance anonymously for a portion of the time spent on site.

FLIK International

FLIK, a division of the international food service giant the Compass Group, provides high-end and innovative corporate dining, catering and food service to businesses and conference centers throughout the Northeast.  LRA has built a comprehensive brand assurance and management program for FLIK that helps operators deliver the promised “Platinum Service” and corporate stakeholders rest easily knowing that great food, great service and great people are not just a marketing tagline.

Giorgio Armani

LRA has served in several roles in support of the international fashion icon, most prominently with the Giorgio Armani Café division, conducting mystery shops of the café experience at 14 locations across four continents.  For this project, LRA recruits, trains and certifies independent contractors who are rigorously screened to fit the demographic profile of an Armani customer.  LRA was also called in to consult on the pre-opening of the flagship Giorgio Armani Hotel in Dubai, UAE, proving customer experience and fashion sense go hand in hand.

Hyatt Hotels Corporation

The LRA - Hyatt relationship operates on several different levels. LRA's Quality Assurance & Mystery Shopping Group conducts Hyatt's global QA program, a comprehensive site visit that scores service and facility elements for multiple brands, and conducts periodic service-only “Mystery Shops” for select properties in between QA visits.  The group also conducts a “MICE Audit” program, measuring the effectiveness of the Meetings-Incentive-Conventions-Events sales teams in Asia and Europe.  LRA's Research Group has worked with Hyatt on a variety of initiatives, including several high-exposure ad hoc research studies on meeting planner rewards and leadership growth within the company.  In addition, LRA’s Mystery Shopping group works with the Hyatt Gold Passport program to measure the effectiveness of the HGP check-in process on a global basis.

Intercontinental Hotels Group

The relaunch of a brand is enough to keep even the most confident hotel executive up at night - when the brand is an industry icon such as Holiday Inn, the process calls for an extra layer of assurance to make certain the new brand is performing on all cylinders. IHG turned to LRA to provide a comprehensive brand evaluation program for all Holiday Inn and Holiday Inn Express properties in the EMEA and AP regions; the results were so powerful that this one-time initiative transformed into an ongoing program for all IHG brands in EMEA and Asia Pacific. LRA also conducted a one-time special project for IHG, designing a brand fieldwork study for the InterContinental Hotels & Resorts that involved gathering data and evaluating competitive brands in 10-12 gateway cities throughout the world.

Interval International

When Interval International, the leading timeshare exchange provider, decided they wanted to add another descriptive tier level to its offerings, they called upon LRA. LRA visited upwards of 100 candidate locations to determine whether or not they were worth of the "Interval Elite" moniker and continues to serve as the gatekeeper of this prestigious designation as more properties seek elite status.

International Speedway Corporation

International Speedway Corporation (ISC) owns and operates 14 motorsports entertainment facilities throughout North America - including the iconic Daytona International Speedway, and runs the 19 NASCAR events held at these sites. With competition for the entertainment dollar at an all-time high, ISC works with LRA to measure the NASCAR race fan experience with a comprehensive post-race survey so as to ensure that fans come back for the next race, tell their friends...and the bleachers remain filled.  LRA deploys its proprietary “Emotional Connection Model” for ISC, which has allowed ISC to better understand the drivers of ticket renewal…and provide patrons the experiences that matter.

Joie de Vivre

As a leader in the boutique hotel sector, Joie de Vivre provides affordable and stylish accommodations for guests throughout California…and LRA’s brand assurance evaluations help ensure that the authentic JDV experience is delivered from Sonoma to SoCal, and all points in between.

Jumeirah Hotels & Resorts

The super-luxury hotel and resort company based in Dubai, UAE assures its guests they will “Stay Different” when they stay with Jumeirah, and employs LRA’s Emotional Audit program to effectively capture how well each property delivers the Stay Different promise and connects with each guest on an emotional level.    LRA is helping Jumeirah capture how well they deliver the fine art of hospitality in a uniquely Jumeirah way.

Langham Hotels International

Langham is growing its luxury brand throughout Asia, Europe, the Middle East and the Americas, with more than 30 hotels operating under three brands. The common theme – each wants to create a strong emotional connection with its guests, leading Langham corporate to enlist LRA to enhance the Langham brand standards to align with this mission and deploy LRA's Emotional Audit measurement program to measure progress around the globe.

Las Vegas Sands Corporation

The Meetings business is a huge revenue driver for large resort casino properties, and understanding how effectively you convert and service that business is crucial to corporate sales leaders.  LRA worked with Las Vegas Sands to do a comprehensive study of the end-to-end Meeting Planner experience – from the initial sales inquiry to the execution of the actual event – at its properties in Las Vegas, Macau, Singapore and Bethlehem (PA).  The findings helped provide very directive improvement initiatives designed for one purpose – close and retain more MICE business.

Madison Square Garden

The “World’s Most Famous Arena” embarked on an ambitious $500 million physical renovation plan and decided they want to renovate the fan experience to match.  LRA conducted an extensive evaluation of the “current state” fan experience and help design, implement and reinforce a branded customer service program at the arena and the related “Circle of Service” training.   Progress is measured via a Team Member survey program and extensive mystery shopping at MSG and its “sister” facilities – Radio City  Music Hall, Chicago Theater and Beacon Theater.  LRA helps keep the “Circle of Service” turning at MSG.

Mandarin Oriental Hotel Group

Few brands evoke luxury and guest service like Mandarin and LRA’s comprehensive guest satisfaction and loyalty program is engineered to ensure it stays that way. LRA conducts post-stay research with thousands of Mandarin guests throughout the world, providing real-time results to more than 300 corporate- and property-level managers. The program allows Mandarin to respond immediately to guest needs, adjust on the fly within the operation and make strategic adjustments to the guest experience, all based on what their guests value most. The program has grown to include stand-alone food & beverage and spa components.

Marriott International

LRA was selected as the sole provider of Marriott’s global Brand Standards Audit (BSA) initiative, visiting each of 3,500-plus hotels throughout the world at least once per year.  To launch the program, LRA worked closely with each individual Marriott brand team to develop customized quality assurance frameworks for each brand…that remained true to a core set of Marriott standards.  The program is designed to make sure that “iconic luxury” of Ritz-Carlton is delivered in Shanghai and St. Thomas, the “modern essentials” of Courtyard by Marriott live and breathe in Albuquerque, New Mexico, and every property delivers on the brand promise at all points in between.

Meliá Hotels International

When Meliá Hotels International, the twelfth largest hotel chain in the world, announced a strategic plan centered around "enhancing the value of its brands [and] repositioning the brands on a higher level," they recognized that defining the internal brands would be as important as marketing externally. Meliá contacted LRA to run six distinct "brand boot camps" for each of the company's hotel brands, where the desired brand image was translated into a distinct service philosophy and brand and operational standards - the foundational elements of a distinct, differentiated and branded guest experience. With the rollout of the new brand standards, LRA currently conducts Meliá’s global Quality Assurance program, conducting evaluations at each of 300-plus properties worldwide.

Mohegan Sun at Pocono Downs
Casino Industry Mystery Shopping

Faced with increased competition in the Pennsylvania gaming marketplace, Mohegan Sun at Pocono Downs looked to hone its service levels, enlisting LRA to conduct a comprehensive mystery shopping program of all outlets and amentities – including multiple restaurants – on the property. As it does for all of its Quality Assurance and Mystery Shopping clients, LRA built a bespoke evaluation protocol to help Mohegan Sun manage service delivery. LRA is currently engaged in similar customized mystery shopping programs with a number of other casinos, such as Maryland Live!, Mountaineer Gaming and Turning Stone Resort Casino.
 

National Football League

Professional football is the most popular sport in the United States, with attendance figures and television ratings that bear witness to the NFL's popularity. LRA has partnered with the League on a variety of team season ticket renewal studies designed to ensure that the fans who come to the games continue to feel like valued customers across their entire game day experience.

Pestana Hotels & Resorts

Pestana Hotels & Resorts is one of the top 100 hotel companies in the world, providing its guest 4- and 5-star hotel and resort experiences in cities and beaches throughout Portugal, Brazil, Mozambique and Cape Verde. LRA helps Pestana to measure and enhance the guest experience on an ongoing basis, conducting a post-stay guest satisfaction and loyalty survey. The program allows Pestana management to react to survey results in real time and prioritize big-picture investments in the guest experience based on what is most important to their guests.  More recently, Pestana added its Pousadas de Portugal brand to the program as well.

The PGA Tour's Tournament Players Clubs

With course supply far out-driving demand, the TPC embarked on a strategy to differentiate its clubs. LRA's research indicated that immaculate greens and ornate clubhouses were a must...but expected, and that service interactions - beginning at the bag drop - were the real drivers of an optimal golf experience. With that information in hand, LRA helped TPC reengineer the service elements of the golf experience, integrate guest/member satisfaction metrics into management compensation scorecards and help each individual course action plan towards increased revenue.

Case Study

Philadelphia Marketplace at Philadelphia International Airport

Philadelphia Marketplace is the collection of 140-plus retail and food and beverage outlets that beckons travelers at Philadelphia International Airport (PHL) and has helped the airport rocket up industry passenger satisfaction studies.  LRA and Philadelphia Marketplace have partnered on an innovative performance enhancement and professional development program that meshes mystery shopping, training and coaching in the field and leadership development, all for the purpose of making those passing through PHL say “now that’s an airport I wouldn’t mind getting stuck at.”

The Port Authority of NY & NJ

The PANYNJ, which oversees LaGuardia, JFK and Newark airports, was faced with the realization that travelers really had a choice - i.e., regional airports and Southwest. In response, the PANYNJ set about engineering a more pleasant travel experience and employed LRA to help design that experience - from the vendors to the gate agents - as well as measure its delivery via a comprehensive site audit and mystery shopping program. Though preconceived notions are hard to change, travelers are voting with their feet and their votes. Both travel volume and traveler satisfaction scores are on the rise.

Case Study

Preferred Hotel Group

The Preferred Hotel Group provides sales and marketing support for a global collection of distinctive hotels under four brands – Summit, Preferred, Boutique and Sterling.  For the consumer, with the Preferred Hotel Group designation comes a peace of mind that the property in question shares the PHG commitment to excellence.  LRA serves as PHG’s partner in ensuring that excellence globally; the comprehensive Quality Assurance evaluation at each affiliated property ensures that a Preferred Hotel lives up to its name.

Red Roof Inn

With 345+ hotels across 36 states, Red Roof promises its guests comfort, quality and economy. The Brand relies on LRA to help ensure that promise is consistently delivered.  LRA worked with Red Roof to build the GuestREDI quality assurance audit program, a powerful tool to help property GMs drive improved performance with the assistance of LRA’s professional QA consultants.  “Nice Place, Nice Price”—words Red Roof Inn lives by.

Regal Hotels International

This Hong Kong-based hotel brand was recognizing its ambitious growth plans in China…and realized it needed some assistance to make sure that the “Regal Experience” delivered in Kowloon is that same as that in Chengdu.  LRA helped developed the “Regal Connection” brand standards and service training, and is now conducting regular quality assurance evaluations at each property to ensure the Regal experience remains so.

Rotana Hotels & Resorts

LRA provides the brand audit services for this prominent lodging company based in Abu Dhabi, UAE, with 40-plus properties throughout the Middle East and Africa.  LRA has designed an audit to capture all facets of property performance, from guest experience through brand compliance and facility cleanliness and conditions.

San Diego Zoo

The San Diego Zoo has long been regarded as the gold standard of the industry, with a stunning array of animals displayed in settings that mirror their natural habitats.   With a world-class product, the Zoo turned its focus to delivering world-class service, revamping its customer service standards and training programs, and turning to LRA to conduct periodic assessments and frequent mystery shops of the Zoo experience.  There’s no elephant in the room – this is one assignment that’s easy to bear…

San Francisco International Airport

San Francisco International Airport (SFO) has set its sights on not only being the airport of choice for Bay Area travelers but the “gateway to the United States” for those passengers and airlines flying into the U.S. via the West Coast.  SFO asked LRA to help assess the traveler experience at the airport and make prioritized recommendations for improvement via a study that integrated exploratory research from travelers and a site evaluation by an LRA travel consultant.  SFO embraced the findings and is planning enhancements to the traveler experience that will keep the airport ahead of the crowd. Currently, LRA manages SFO’s ongoing mystery shopping program.

Starwood Hotels & Resorts

Some of the most buzz-worthy brands in hospitality operate under the Starwood umbrella, and LRA helps ensure the buzz stays worthy, from Boston to Bangkok. The LRA Brand Assurance program makes sure the Sheraton Service Promise is kept, the Westin Heavenly Bed is truly celestial, and that W Hotels truly can deliver Whatever/Whenever. With an active role on each brand's standards committee, LRA ensures that the brands remain cutting edge and the individual properties remain just as sharp. And the Starwood Preferred Guest loyalty program deployed TrueView to make sure the member experience was being delivered in all four corners of the world..

Case Study

Stowe Mountain Resort

With a $100 million capital improvement campaign yielding a new base area and five-star resort hotel, Stowe has transformed its business from a "ski mountain" to a full-service "resort." Stowe realized that a transformation of that nature doesn't occur with the facilities alone - it requires a shift in the service culture and orientation of the organization. LRA works with Stowe to measure the Stowe guest experience and employee engagement, and use the related analysis to ensure that this ongoing transformation is a smooth ride, for clientele old and new.

Sunrise Senior Living
Senior Living Mystery Shopping

The landscape in the senior living industry has become highly-competitive, where “healthcare” and “hospitality” have assumed equal billing.  Sunrise Senior Living, one of the industry leaders, has taken great pains to ensure its sales force captures all that Sunrise has to offer – from empathy to entertainment – in each and every sales interaction.  LRA conducts mystery shops of the sales process across 200-plus locations, making sure that Sunrise is positioned to turn prospects into residents. LRA conducts programs of this nature for a number of other Senior Living providers, including Carillon Assisted Living, Beacon Communities, Pathway Senior Living and Specialty Care.
 

Vintage Senior Living

Vintage is a growing provider of independent, assisted and skilled nursing senior living services at more than 20 locations in the western United States. The company came to LRA looking for greater insights into the experiences they provide their residents (and their family members) from the initial sales process, through move-in and – most importantly – in the day-to-day resident experience. Likewise, they had keen interest in the employee experience, knowing full well the engaged employees lead to happy residents. LRA has partnered with Vintage on a comprehensive survey program designed to manage this feedback loop and analyze the findings to make sure residents, families and employees alike feel cared for and secure.

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