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Feature Article
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Customer Experience Insights Are you looking for a good diagnostic tool to let you know if your customer experience is up to par? Well, you can hire a consulting firm (such as LRA!) with some expertise in the area to provide you with an in-depth analysis of your “current state” customer experience…or you can complete this quickie internal diagnostic. It’s one question. How does your company treat salespeople when they call? Are they treated like vermin…or like potential customers. Are they ignored, given the run around and routed into voicemail purgatory…or do they receive a prompt, courteous call back. Either treatment provides a pretty clear window into the soul of your organization’s customer experience. Though you may think organizationally you can “turn-on” a customer-centric approach when faced with an actual customer, chances are your treatment of the salesman is more reflective of your natural state of being. Responsive and caring…or dismissive and callous. As a consultancy that works with companies and brands on the design and delivery of an optimal customer experience, there is no greater death knell in the sales process than when a company promptly calls us back. Chances are…they don’t need our help.
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| LRA on the Conference Circuit |
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 The Conference on Marketing March 19–21, 2007 The Venetian Las Vegas, NV March 19: LRA CEO Rob Rush will present client case study with Live Nation LRA Discount Code SPKRM1901RR to Register - 15% off! |
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 Service Innovation Design & Development Conference March 21–23, 2007 Rancho Bernardo Inn San Diego, CA March 21: LRA CEO Rob Rush will conduct workshop titled "Service Innovation & the Art of Implementation" LRA Discount Code SPKRM1922RR to Register - 15% off! |
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 Achieving Customer Service Excellence March 26–28, 2007 Disney Grand Californian Hotel Anaheim, CA March 27: LRA CEO Rob Rush will present client case study with WCI Communities, Inc. LRA Discount Code SPONM1997LRA to Register - 15% off! |
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Conference News Rob Rush, CEO of LRA Worldwide, to Participate in Thought Leader Panel at Frost & Sullivan Executive MindXchange Event
LRA Worldwide's John Roberto Speaks at the 2006 Quality Leaders Meeting in Toronto |
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LRA in the News |
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| New Clients |
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We welcome these new clients to the LRA family: |
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Senior Staff Addition HORSHAM, Pennsylvania; January 31, 2007 - LRA Worldwide, Inc., a leading consulting firm in the growing sector of Customer Experience Management (CEM), has hired Alan MacFarland as Vice President of Human Resources. MacFarland brings 25 years of experience in Human Resource management to LRA, boasting a proven track record of maximizing the "human capital" within an organization via innovative hiring, recruiting, retention, compensation and benefits planning. Full Release |
LRA Worldwide Hires Alan MacFarland as Vice President
of
LRA Interactive 
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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, 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, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company’s Web site at www.LRAworldwide.com. LRA Worldwide, Inc. |
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