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CLIENTS
Sterling Glen
Sterling Glen, an owner and operator of senior living facilities
in the Northeast, had concerns that its sales messaging
and processes for prospective residents and their family
members was very inconsistent — and less than optimal —
across the portfolio. With growth plans in both the short-
(two properties scheduled to open in the next six months)
and long-term, Sterling Glen realized that creating that
foundational consistency was crucial to supporting that
growth. Sterling Glen partners with LRA to "mystery shop" the
sales process and provide detailed reporting on the experience,
using the analysis to focus on coaching and teaching opportunities.and
make sure that the sales experience mirrors the exceptional
resident experience.
Stowe Mountain Resort
With a $100 million capital improvement campaign underway earmarked
for a new base area, resort hotel and condominiums, Stowe
is transforming its business from a "ski mountain" to a
full-service "resort." Stowe realized that a transformation
of that nature doesn't occur with investment alone — it
requires a shift in the service culture and orientation
of the organization as a whole. LRA is working with Stowe
to measure the Stowe guest experience and employee engagement levels, and
use the related analysis to help ensure that this ongoing transformation is a
smooth ride.
Troon Golf
As the industry leader in upscale golf course management, Troon
is truly a far-flung enterprise, with more than 185 courses
under management and corporate offices located in Scottsdale,
Tokyo, Brisbane, Lugano and Dubai. Delivering on the brand
promise that "Troon Golf creates extraordinary experiences
at the greatest golf properties in the world" across such
a geographic spread presented a challenge to Troon corporate
management — they couldn't just knock off work early,
show up at the club around the corner and hit a bucket
of balls to ensure all was in order. Serving as a de facto
corporate proxy, LRA's professional quality assurance consultants
visit Troon courses throughout the world to ensure that
the actual experience delivered matches the extraordinary
one promised.
WCI Communities
One of the nation's foremost luxury homebuilders, WCI invested a great deal of time and money in re-branding the company around the "lifestyle" that a WCI home could provide. The company quickly realized, however, that the "internal brand" - i.e., the infrastructure needed to communicate and deliver the required customer experience to fulfill that expectation of "lifestyle" - needed the same care and attention. LRA is working with WCI to develop that internal brand around a shared vision of the optimal customer experience - from the first sales call to the first tee - and, more importantly, how to implement it across 35-plus communities to ensure that the brand promise is being delivered, each and every day.
Westfield Insurance
One of the perks of being a Westfield agent — or client — was
an invite to the company's 5-star golf resort on the Westfield
corporate campus. For a facility with aspirations of hosting
big-time golf events, however, there was a consistency issue
— some days the experience was more 5-star than others. LRA
worked with Westfield to create a "playbook," providing Westfield
associates with the clear direction on how to provide the
desired guest experience. As a follow up, LRA designed and
implemented training programs to transfer the required guest
service knowledge and skills to each and every associate.
Wyndham Worldwide
Wyndham Worldwide, the newly adopted moniker of the Cendant Corporation's Hospitality Division, has engaged LRA on a number of initiatives. From the design and development of a customized Quality Assurance and Mystery Shopping program for the namesake brand, to the facilitation of an "experience design" process during the Ramada re-branding, to assisting Super 8 with the creation of operational and service standards, LRA has demonstrated the flexible applications of its CEM Methodology.