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The
Power of Real-Time Electronic Customer Feedback
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| By
Rob Rush
CEO
- LRA Wolrdwide |
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In
this space, on this very website, not
too long ago a contemporary of mine painted
a bleak picture of the landscape of paper-based
customer feedback. Literally. He described
a cavern of an office filled with stalactites
and stalagmites made of comment cards.
Meetings held peering around the Leaning
Tower of Feedback. Sunlight choked from
the atmosphere by stack upon stack of
rave reviews or scorching rebukes.
And those were just from last month.
Despite the ecological obstacles posed
by this method of listening to the "voice
of the customer," operators - across industry
- still cling to their stacks of paper
like an infant to his favorite blankie.
Apparently, someone must have written
in one of those ubiquitous business best
sellers that customer feedback was worth
its weight in gold...and everyone took
the author literally.
Click to read the full article |
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| The panel
participants were (seated, from left to
right): Dan Reed, Senior Manager of Fan
Development for the National Basketball
Association; Sandra Rintelen, Corporate
Director of Operations from W Hotels Worldwide;
Jim Knight, Senior Director of Training
for Hard Rock International; Rob Cornell,
Senior Vice President, Preferred Hotel Group;
and Rush, who served as the moderator. |
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LRA Worldwide's
Director of Business Development Ted Fisch
and CEO Rob Rush at the 2005 North American Conference
on Customer Management |
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| LRA
Worldwide CEO Rob Rush Leads Panel featuring
the NBA, W Hotels and Hard Rock at the 2005
North American Conference on Customer Management
Orlando, FL/Horsham,
PA; - The CEO of LRA Worldwide, Rob Rush, will moderate a panel titled “What’s Your Story? Aligning your Organization’s Customer Strategy from the Executive Suite to the Street” at the 2005 North American Conference on Customer Management (NACCM). The Conference will be held at the Orlando World Center Marriott from October 16th – 18th. Rush’s panel presentation will feature executives from such iconic brands as W Hotels, Hard Rock, the National Basketball Association and the Preferred Hotel Group discussing their respective efforts and the challenges inherent in trying to create an enterprise-wide focus on the customer.
Click
to read the full Press Release
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Fast Company Customers First Award Winners Form Discussion Panel at the North
American Conference on Customer Management;
Tips for Achieving Excellence from Award Winners
-Forbes.com,
September 21, 2005
Moderated
by Jena McGregor, an interactive and live exclusive
discussion with the recipients of Fast Company
magazine's "Customers First Awards" will take
place on Day One of the North American Conference
on Customer Management (NACCM - www.iirusa.com/ecsw-46).
Click to read the full article
(Adobe Acrobat
PDF)
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LRA Worldwide Appoints
Constance Billé as Director of Organizational
Development and Training
HORSHAM,
Pennsylvania;
November 1, 2005 - LRA Worldwide, Inc., a leading
consulting, training and research firm in the
growing sector of Customer Experience Management
(CEM), announced the hiring of Constance Billé,
M.Ed., as its Director of Organizational Development
and Training.
Learn more
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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 includes 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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