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FEATURE
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"Operationalizing the Brand"
Aligning Promise with Reality
Call me "Marketing Guy." I like big marketing ideas. Bold
promises. Sexy websites, glossy collateral materials, flashy
TV spots, you name it. I'm willing to do whatever it takes
to get my brand top-of-mind.
Down the hall is my colleague, "Sales Guy." He likes the
razzle-dazzle too; after all, it raises awareness, gets him
in the door and helps land the account. |
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By Rob Rush
President & CEO |
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However, Sales Guy is a bit more reticent about some
of the bolder promises the company makes in its marketing
materials. After all, Sales Guy spends a lot of time
face-to-face with the customer and likes to stay involved
with his accounts. So when some of the marketing promise
turns out to be … a bit of a stretch, things can
get uncomfortable.
Read the full article. |
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LRA has compiled a catalog of benchmarking data for
its Quality Assurance client base in 2005. Though LRA's
QA programs are highly-customized for each client, LRA
was able to align data on a number of like facility
and service standards to create its benchmark database.
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Learn more here. |
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Ted S. Fisch has joined LRA as the Director
of Business Development. Fisch is charged with
helping to define and advance LRA's sales growth
plan in the coming fiscal year. In addition, his
background in eCommerce boosts LRA's growing
expertise in engineering the "web experience."
Learn more here. |
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VisiTour
LRA Executive Vice President John Roberto (pictured
left) spoke to the VisiTOUR Conference in November
at Lake Powell, AZ. Sponsored by the ARAMARK
Corporation, VisiTOUR examines recent trends in
hospitality and National Park visitation.
National Institute of Golf Management
LRA CEO Rob Rush served as an instructor at the
National Institute of Golf Management in Wheeling,
WV. Rush taught a class titled "How Legendary Golf
Brands Create a Unique Customer Experience." |
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LRA Worldwide is a leading consulting and research company
that specializes in Customer Experience Management (CEM).
LRA helps companies and brands design and deliver
exceptional customer experiences across all key touch points
using an integrated suite of services that measure and
improve service quality, customer satisfaction, employee
performance, loyalty and profitability.
LRA specializes in "operationalizing the brand" - turning
brand promise and customer strategy into operational
reality. LRA's suite of CEM services include Standards and
Practices Development, Training & Workplace Learning,
Customer and Employee Research and Quality Assurance; these
are deployed together in a process that continually monitors
and improves the customer experience.
LRA has deep sector expertise in the automotive, financial
services, healthcare, hospitality, leisure & real
estate, retail, consumer goods & services, sports
and entertainment, and travel and transportation industries.
For more information, visit the company's Web site
at
www.LRAworldwide.com.
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