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CLIENTS
Dover Downs
As a hotel-casino-racetrack complex that is
one of the major employers in Dover, DE, Dover Downs was
troubled by its sky-high employee turnover and the resulting
negative impact it was having on its local corporate reputation. In
response, LRA designed and implemented an electronic employee
engagement study. LRA’s analysis of the key drivers
of employee engagement and Dover’s rapid response to
employee needs stood in stark contrast to past efforts and
yielded in immediate jackpot – decreased employee
turnover and the related decrease in recruiting, hiring and
training costs.
Read the Dover Downs Case Study
Farm Credit Canada
As one of Canada’s largest
agricultural lenders, Farm Credit Canada was feeling the
competitive pinch from two sides – both the country’s “Big
5” banking
conglomerates and its local credit unions had identified
FCC’s agricultural customer base as an area of opportunity. How
to differentiate from these interlopers? The answer
- on Customer Experience. LRA joined FCC’s “Enterprise
Integration and Innovation” team, helping shape the
customer strategy and create the operational and service
standards (as well as the related training) that were part
of an enterprise-wide overhaul of FCC’s customer
interface.
Grupo Posadas
Mexico’s best-known hotel company
was struggling with inconsistent service delivery across
80-plus properties and five brands. LRA and Posadas
developed a Mystery Shopping program to address the issue,
but quickly realized that the service deficiencies were primarily
a result of inconsistent direction from above. Working
with an internal Posadas team, LRA help overhaul Posadas’ standards
to create a guest experience “playbook.” The
result - “Prometeo,” a comprehensive program
that turns mystery shopping and “voice of customer” data
into immediate, action-planning for improvement at the property
level.
Read the Grupo Posadas Case Study
Hard Rock Hotels & Casinos
What do you do when you have one of the world's strongest, most recognizable brands...and in order to realize your growth objectives, you have to loosen your grip a little? You turn to LRA to help manage the growth by creating a comprehensive set of operational and service standards that capture the Hard Rock "vibe" and ensure that each new property is infused with the proper rock 'n' roll spirit that is a pillar of the brand. Then you partner with LRA on a customized brand assurance program to ensure that each new Hard Rock that comes online in the future, from Madrid to Manhattan, is....Hard Rock, through and through.
Hilton Hotels
Hilton operators throughout the country were discovering that the Hilton corporate mystery shopping program was incomplete. Consisting only of a checklist assessment of property cleanliness and conditions, Hilton operators felt ill-equipped to accurately measure the service elements of the Hilton guest experience that are such an important element of the company brand promise and marketing campaign. Several operating regions have turned to LRA to design and execute a quality assurance mystery shopping program to provide that added layer of insight into the guest experience.
Hyatt Hotels Corporation
The LRA - Hyatt relationship operates
on several different levels. LRA's Quality Assurance Group
conducts Hyatt's QA Mystery Shop program, a comprehensive
site visit that scores service and facility elements. LRA's
Consulting Services Group works with Hyatt Vacation Ownership,
Hyatt's timeshare division, on an ongoing research program to measure
the efficacy of the HVO sales process - i.e., the "prospect
experience." The resulting analysis identifies the key drivers
of purchase intent...and helps HVO convert interest into
ownership.