The Loyalty Leader - LRA Worldwide eNewsletter Q2 2007

Feature Article
Renovation is a State of Mind
By Rob Rush, President and CEO, LRA Worldwide, Inc.

Rob Rush - President & CEO, LRA Worldwide, Inc.

Let’s conduct a little experiment.

Go to the website of any hospitality industry trade publication – it could be this one or it could be the one for Fido Friendly Magazine: The Travel Magazine for you and Your Dog. (It exists – really.)

Type the word "renovate" into the search bar. Be overwhelmed at the results.

Hundreds upon hundreds of articles will bubble to the surface, documenting the overall financial health of the industry and the infusion of cash being reinvested back into properties for "renovations" of all flavors and sizes. Soft goods. Hard goods. Guest Rooms. Lobbies, spas, ice machines, pet-sitting facilities, you name it. (OK, so that last example may only show up in Fido Friendly, but let’s not split hairs). Endless stories about facelift after facelift, all in the name of upgrading the guest experience. With enough cash, anything is possible, right? Full Article

LRA on the Speaking Circuit

Seated, from left to right: Shane O’Flaherty, Vice President of Quality Assurance at Mobil Travel Guide, Dr. Judy Siguaw, Dean of the Cornell University–Nanyang Institute of Hospitality Management and Gary Tan, Senior Consultant at LRA Worldwide.

LRA Worldwide Senior Consultant Gary Tan Serves as Panelist at HSMAI’s ASIA Connect 2007 Forum in Singapore
Hospitality Expert discusses "Guest Experience" and Hotel Standards in Asia Pacific Region

PHILADELPHIA, Pennsylvania, USA/SINGAPORE – LRA Senior Consultant Gary Tan served an expert panelist at the 3rd Annual ASIA Connect Forum in Singapore. The event was held at the M Hotel Singapore on the morning of Friday, October 5, 2007; Tan’s 45-minute panel, titled “Hospitality Rating Systems & Quality Assurance Standards,” was part of a full day’s agenda centered on specific challenges faced by the Asian hospitality industry. Full Release

NACCM 2007

LRA Worldwide Strategic Partner Shane Green Chairs the North American Conference on Customer Management in Orlando

HORSHAM, Pennsylvania – Noted motivational speaker and training expert Shane Green, a strategic partner of LRA Worldwide, Inc. served as the chairman of the 5th Annual North American Conference on Customer Management (NACCM) in Orlando, FL. The conference, which combined presentations from world-class speakers and real-world solutions from leading corporate practitioners, was held at the Orlando World Center Marriott from September 30 to October 3 of this year. Full Release

New Clients

We welcome these new clients to the LRA family:

LRA in the News

		A Quick Test for the Experientially Impaired – By Zach Conen Brandweek: September 10, 2007 (Acrobat .PDF Format)				Change Champions – By Conni Bille Training Magazine: October 2007 (Acrobat .PDF Format)

		The Quick Internal Diagnosis for Customer Experience – By Zach Conen CRM: November 1, 2007				Your Room at the Touch of a Button: Hotels Go High Tech to Make Your Stay Cushier – By Heather Newman Detroit Free Press: November 4, 2007

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.
300 Welsh Road
Building 1, Suite 200
Horsham, Pennsylvania 19044.2263, USA
Tel: +1.215.957.1999
Fax: +1.215.957.6570
e-Mail: info@lraworldwide.com
www.LRAWorldwide.com

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