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CLIENTS
The PGA TOUR'S Tournament Players Clubs
After the golf course building boom came the bust. With
course supply far out-driving demand, the TPC embarked
on a strategy to differentiate its clubs based on the golf
experience. LRA's initial research indicated that immaculate
greens and ornate clubhouses were a must...but a given,
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, design and implement
a "TPC University" for employees, and integrate guest/member
satisfaction metrics into management compensation scorecards.
Read the Tournament Players Clubs Case Study
The Port Authority of New York and New Jersey
The Port, which oversees LaGuardia, JFK and Newark Liberty
airports, was faced with competition from regional airports
being serviced by low-cost carriers — i.e., Southwest.
For the first time, travelers really had a choice. In
response, the PANYNJ set about engineering a more pleasant
travel experience and employed LRA to help shape that
experience at each touch point - from the vendors to
the gate agents — as well as measure the delivery via
a mystery shopping program. Though preconceived notions
are hard to shake, travelers are voting with their
feet and their votes. Both travel volume and traveler satisfaction
scores are on the rise.
Read the Port Authority of New York and New Jersey Case Study
Radisson Hotels & Resorts Worldwide
With a far-flung enterprise (415 properties on every continent save for Antarctica), a network of franchisees requiring both corporate oversight and coddling, and a defined set of service standards, Radisson sought a nimble partner to provide Quality Assurance consulting. LRA designed a program to serve Radisson's divergent needs; LRA's consultants provide the corporate office with a rigorous measure of brand compliance at the property level and work with each individual property towards a goal of "continuous improvement" around signature programs like "Yes I Can" and "Radisson Way of Life."
Shea Homes/Trilogy
Shea Homes, one of the nation's largest privately-held homebuilders,
was clearly quite adept at the nuts and bolts of the homebuilding
business. In developing its Trilogy Division — a portfolio of
amenity-rich communities targeted towards active adults — Shea
discovered they were also adept at marketing a lifestyle and "experience." Where
they needed help, however, was ensuring that the experience promised
at a Trilogy community was actually being delivered at every
sales center, design center, tee box, fitness center, restaurant,
marina and concierge station. LRA helped Shea/Trilogy develop
the "Trilogy 10" — a set of service and operational standards
and training modules to form the foundation for a true Trilogy
guest service culture.
Signature Flight Support
As the world's largest network of Fixed Base Operations (FBOs),
Signature Flight Support operates 75-plus locations dedicated
to fueling and servicing private and/or corporate aircraft.
Their challenge — how do you provide a value-add for
clients for what is essentially...a gas station? LRA's continuous
customer satisfaction and loyalty research program helps
answer that question for Signature, allowing its operators
to nimbly respond to pilot needs and wants and gain further
insight into the elements of its service offerings that drive
satisfaction, loyalty...and constant refueling!
Read the Signature Flight Support Case Study
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 is suitably
hot to deliver on the Warmth of Cool. With an active role on each brand's standards
committee, LRA ensures that the programs and brands remain cutting edge and
that the individual properties remain just as sharp.
Read the Westin Hotels & Resorts Case Study