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| Sweet Emotion — Brands
Look to Send the Consumer on an Emotional Roller Coaster 
When Steven Tyler and Joe Perry of Aerosmith penned the lyrics to "Sweet Emotion" back in 1975, they probably thought they were composing a paean to forbidden backstage...relationships. Thirty years later, however, the middle-aged (but still rockin’) duo would probably be shocked to learn that their song has gained a newfound relevance in the world of...branding? In case you haven’t heard, sweet emotion is everything. Emotion makes grizzled old men weep, coupon-clipping housewives shell out $4.75 for a cup of coffee and pencil-pushing CPAs drop $500 for a hotel room because it makes them feel like they were cool in high school. (They weren’t.) Welcome to the dawn of the “emotion economy,” where every marketer worth their weight in cappuccino is desperately trying to create the bond between customer and company that causes customers to act...well, emotionally. And spend irrationally. Full Article
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Learn
more about Customer Experience Management (CEM) Practice Areas: Standards Development & Content Management Organizational Development & Training Customer and Employee Research Quality Assurance |
Customer Experience Management News |
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Still think "customer experience" is a "soft" measure? A recent study by the University of Michigan tracked a stock index of the top-performing companies in the American Customer Satisfaction Index over the past ten years and found that it generated 40-percent returns and outperformed the Dow, S&P 500 and Nasdaq. Read the full-story in the Philadelphia Inquirer and find out how serving customers and serving shareholders are one and the same. |
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LRA in the News Emotional connections build brands
Define the experience. That's how hotel brands create
brand recognition and gain loyalty,
according to brand development consultants.
Hotels must clearly define what they are and what they want to
be in the eyes of their guests and their employees, said Lisa
Moroni-Hall, managing partner, Brandevotion, a branding
company that has worked with Fairfield Inns by Marriott. "There
are a lot of hotels out there, and it's hard to tell one apart
from the other," she said. |
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| Approaches to Capturing Customer Loyalty
Current best practices in loyalty marketing focus on customization and maximizing the benefits from points programs. However, many organizations are taking their loyalty initiatives to the next level by better examining customer value, by testing those initiatives as they would a marketing campaign, and by better understanding customers' expectations. Full Article |
| LRA Client News |
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LRA Worldwide is retained by Hard Rock Hotels & Casinos
to "Operationalize" the Rock 'n' Roll Guest Experience HORSHAM, Pennsylvania; March 22, 2006 – LRA Worldwide, Inc., a leading consultant in the growing field of Customer Experience Management (CEM), has been retained by Hard Rock Hotels & Casinos, the lodging and gaming division of the iconic Hard Rock International brand, to help “operationalize” Hard Rock’s unique guest experience: luxury with a distinctive rock ‘n’ roll edge. The effort is being driven by Hard Rock’s plans to grow its hotel and casino holdings fivefold in the next ten years. LRA will help Hard Rock define and develop the guest service standards, cultural training content and auditing tools to ensure that the unmistakable Hard Rock “vibe” that a guest experiences at one of the existing properties today translates to each new property in the future. Full Release |
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Live Nation and LRA Worldwide Partner to Create
an Exceptional Concert Experience LOS ANGELES, California/HORSHAM, Pennsylvania; May 10, 2006 - Live Nation, the live event and venue management company, has retained LRA Worldwide, Inc., a leading consulting and research firm specializing in Customer Experience Management (CEM), to help create an exceptional guest experience at its 40-plus outdoor amphitheaters. LRA is working on an integrated program of standards writing, service culture development, training and performance measurement to help Live Nation "operationalize" its brand, translating the company's marketing message and stated focus on guest experience into operational reality. Full Release |
Senior Staff Additions LRA Worldwide Names Paul Rubin Chief Financial Officer
HORSHAM, Pennsylvania; March 15, 2006 - LRA Worldwide, Inc., a leading consulting, organizational development and research firm in the growing sector of Customer Experience Management (CEM), has appointed Paul F. Rubin as Chief Financial Officer. Rubin joins LRA as the firm has experienced dramatic revenue growth over the past three years; his mandate is to assist the firm in formulating its strategic growth plan and to design and implement financial infrastructure needed to support even greater projected long-term growth. Full Release |
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About LRA Worldwide, Inc. LRA Worldwide, Inc., is a leading consulting, organizational development and research firm 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 Standards Development and Content Management, 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. LRA’s clients include some of the world’s leading companies and brands, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, Live Nation and MGM MIRAGE. For more information, visit the company’s Web site at www.LRAworldwide.com. LRA Worldwide, Inc. |
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