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| Put Your Money Where
Your Metrics Are: 
"What Gets Measured, Gets Done" - Anonymous - Ancient Hospitality Industry Proverb I’m sure someone said it first, but I have neither the time nor the patience to figure it out. In any case, what was probably once some hotel General Manager’s brilliant original thought is now an aphorism, coopted by hackneyed philosophers in any industry that can measure some element of their business on an ordinal scale. With this in mind, I would like to start this article with two disclaimers, both referring to slight inaccuracies within the headline. Disclaimer #1: This article is less about linking performance to recognition, more about the kind of customer experience-focused culture that thrives with that link.
Disclaimer #2: Putting "Money" in a headline is probably the second best way to get people’s attention,
and I couldn’t figure out a legitimate way to include "sex" in the topic. This article is more about
discovering alternative means of recognition that create a true culture of accountability, less about doling
out |
Learn
more about Customer Experience Management (CEM) Practice Areas: Standards Development and Content Management Organizational Development and Training Customer and Employee Research Quality Assurance CEM Strategy Consulting |
LRA on the Conference Circuit |
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ESOMAR
Leisure Conference Monday, November 6th: BUILDING THE EXPERIENCE |
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American Marketing Association 2006 Marketing Research
Conference |
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LRA in the News Pampering
Patrons
Outdoor music venues are trying to woo patrons this summer with more streamlined concessions pay schemes, text-message in-seat ordering and state-of-the-art sound systems, for starters. Live Nation has developed uniform customer service guidelines for employee/ patron interaction. House of Blues has greatly enhanced food service at several of its sheds, branding it as HOB club quality. And Nederlander is working on added back-of-house amenities in several recently rehabbed locations. Full Article |
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| At RFK, Using Manners to Surmount the Cultural Divide
The team on the field stinks, the stadium is crumbling, the games still aren't on TV in many homes and the political battles over the new ballpark just will not die. But the new owners of Washington's baseball franchise are intent on making a visit to RFK Stadium a much better experience, so before tomorrow's relaunch of the ballpark, hundreds of workers are getting a crash course in, well, everything. Full Article |
| LRA Client News |
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LRA Worldwide to Assist Washington Nationals with Customer |
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LRA Worldwide Partners with Little River Casino Resort on Hotel and Casino Quality Assurance Program |
Personnel News LRA Worldwide Appoints John Roberto to Lead Quality Assurance Group
HORSHAM, Pennsylvania; June 21, 2006 - LRA Worldwide, Inc., a leading consulting, organizational development and research firm in the growing sector of Customer Experience Management (CEM), announced that Executive Vice President John Roberto has been named to head its Quality Assurance Group. Roberto has worked at LRA for 12 years, the past six of those as a member of the firm's Management Committee; in his tenure at LRA, Roberto has filled a variety of project management and business development roles with such clients as Starwood Hotels & Resorts, the ARAMARK Corporation, the Preferred Hotel Group and Hard Rock Hotels & Casinos. Full Release |
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About LRA Worldwide, Inc. LRA Worldwide, Inc., is a leading consulting, organizational development 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 Development & 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's clients include some of the world’s leading companies and brands in the hospitality industry and beyond, including Starwood Hotels & Resorts, Hard Rock, the PGA TOUR, Albertsons Supermarkets, the NBA and MGM MIRAGE. For more information, visit the company’s Web site at www.LRAworldwide.com. LRA Worldwide, Inc. |
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