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| Case Study: Grupo Posadas - How Prometeo Turned Every Guest Experience
into a Fiesta!
The following case study of our work with Grupo Posadas
S.A. de C.V. Mexico, one of the most respected hotel companies in Mexico
and Latin America, captures the potential for a traditional "mystery
shopping" program to transcend a simple site inspection and scoring
summary. Our partnership with Grupo on the Prometeo program illustrates
how a quality assurance program can help strengthen the brand, build
a culture of continuous improvement, promote organizational development
and - most importantly - improve the guest experience. Full
Article |
Learn More about Customer Experience Management (CEM) Standards
& Practices Development |
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LRA on the Speaking Circuit LRA CEO Rob Rush and W Hotels to Present at the 18th Annual Internal Branding Conference in New York 
Rob Rush, CEO of LRA Worldwide, and Sandra Rintelen, Corporate
Director of Operations for W Hotels, will be presenting a case study
on "Aligning Practice with Promise" at the Advanced Learning Institute's
18th Annual Internal Branding Conference. Rush and Rintelen will be
discussing W's unique brand promise and the challenges that come with
aligning the brand culture with the marketing efforts in a manner that
ensures consistency in service delivery and culture across multiple,
far-flung hotel properties. The conference runs from April 26-28 at
the Muse Hotel in New York City. For more information on the conference
and registration, visit HERE.
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| Constance Billé
of LRA Worldwide to Speak at Society for Technical LRA’s Director of Organizational Development and Training to Address Washington, D.C. Chapter 
HORSHAM, Pennsylvania/WASHINGTON, District of Columbia; March 13, 2006 - Constance Billé, M.Ed., the Director of Organizational Development and Training for LRA Worldwide, Inc., will participate in the Society of Technical Communication’s annual Career Forum. Full Release |
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LRA in the News Churchill Downs Incorporated
and LRA Worldwide to Conduct Mystery Shopping Program at all CDI Facilities 
HORSHAM, Pennsylvania;
January 30, 2006 - Churchill Downs Incorporated (NASDAQ: CHDN) ("CDI"),
the parent company of legendary Churchill Downs racetrack, home of the
Kentucky Derby, has partnered with LRA Worldwide, Inc., to design and
execute a "mystery guest" secret shopping program at its racetrack
and off-track betting ("OTB") facilities in 2006. Full
Article (Acrobat PDF) |
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Stowe Mountain Resort and LRA Worldwide Develop and Implement the Stowe Ski Experience Tracking Study Research Tool Will Provide Operators Real-Time Feedback on all "Touch Points" of the Stowe Experience 
STOWE, Vermont/HORSHAM, Pennsylvania:
March 8, 2006 - Stowe Mountain Resort, the legendary Vermont winter
sports destination known as "the Ski Capital of the East,"
has partnered with LRA Worldwide to develop and implement a guest satisfaction
and loyalty research tracking study. Full
Article (Adobe PDF) |
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Choice Hotels Canada Employs
LRA Worldwide for Mystery Shopping Brand 
TORONTO, Ontario/HORSHAM, Pennsylvania;
February 6, 2006 - Choice Hotels Canada Inc., the largest lodging franchisor
in Canada, has engaged LRA Worldwide, Inc., to conduct a Mystery Shopping
Brand Assurance program for the more than 270 properties in its system.
Full
Article (Adobe PDF) |
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Canterbury Park Racetrack and Card Club Selects LRA Worldwide to Conduct Guest Satisfaction & Loyalty Research
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SHAKOPEE,
Minnesota/HORSHAM, Pennsylvania;|
Senior Staff Additions LRA Worldwide Hires Robert Lyons as Senior Consultant Horsham-Based Consulting Firm
Hires Business Strategy and Process Expert for Customer Experience 
HORSHAM, Pennsylvania;
February 27, 2006 - LRA Worldwide, Inc., a leading consulting, organizational
development and research firm in the growing sector of Customer Experience
Management (CEM), announced Robert D. Lyons would be joining the firm
as a Senior Consultant. Lyons joins LRA after spending the last ten
years as a strategy and operations consultant for a diverse portfolio
of companies across a range of industries, including Barclays, CIBC,
J Crew, OfficeMax and Prudential. At LRA, Lyons will bring his "performance
improvement" consulting background to multiple client projects
where business process and strategy are a focus of the CEM initiative.
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| New Clients |
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About LRA Worldwide, Inc. LRA Worldwide, Inc., is a leading consulting, training and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's tactical CEM practice areas include Customer Experience Strategy Design, Standards and Practices Development, Organizational Development & Training, Customer and Employee Research and Quality Assurance Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific client tactical need. 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. LRA Worldwide, Inc. |
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