The Loyalty Leader - LRA Worldwide eNewsletter Q2 2007

Like Life, Business Is a Long, Strange Trip
Philadelphia Business Journal: March 28, 2008 (Adobe .PDF Format)

Business Travel News' 2008 U.S. Hotel Chain Survey
By Michael Baker
Business Travel News: March 17, 2008

LRA’s Rush: Customer Satisfaction Hits the Bottom Line
By Jacqueline Durett
Consulting Magazine: February 28, 2008

The Science of the Customer Experience
By Eric Krell
1to1 Weekly: February 25, 2008

Up Close and Personal
By Gary Wollenhaupt
Retail Customer Experience: February 13, 2008

Feature Article
Experience Innovation: The Next Generation
By Rob Rush, President and CEO, LRA Worldwide, Inc.

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

Oh no, not another article on innovation, your brain is screaming from every synapse. Please don’t subject me to another rapturous ode to Southwest Airlines, Ritz Carlton or – gasp – Disney.

Relax. Aside from the fact that there is a certain been-there, done-that feel to recounting the customer experience innovation triumphs of the trio mentioned above, it seems almost counterproductive to try to mimic these three exemplary companies when trying to figure out how best to wire the “innovation” pathway within your own company. They can seem a wee bit... intimidating. When you’re trying to teach your four-year old son to ride a bike, you don’t attach the training wheels and show him video of Lance Armstrong climbing the Alps. Chances are, your company is strapping on its innovation training wheels and the last thing you need at this time is a ride-along with Mickey Mouse. Full Article

Consultant's Corner
Do Your Customer Experience Data Streams Flow... or Trickle?
How to Align Your Customer Satisfaction and Mystery Shopping Metrics
By Rob Kaplan-Sherman, Senior Vice President - Research, LRA Worldwide, Inc.

At least twice a month, I get a slightly desperate phone call from an executive in charge of “customer experience,” hoping that LRA can clarify some of the muddy data streams that are guiding company decisions. To paraphrase:

“Building loyalty is really important. We work very hard to deliver an outstanding customer experience. We have set up multiple listening posts – both customer satisfaction survey and mystery shopping programs - to help us measure our customer experience. We constantly monitor our results at the site level and see little relationship between the two metrics. Which is correct? Send help please.”

Sound familiar? You are not alone. Full Article

LRA Video on Demand

Get Paid to Shop!
WPVI-TV, Channel 6 Action News

LRA is featured in a Channel 6 ABC News report on mystery shopping!
Full Article and Video

Liliahn Johnson Named 2008 Customer Champion
1 to 1 Magazine

Congrats to LRA Client Liliahn Johnson, Director of Fan Development for the NBA, on this honor.
Full Article or Video

New Clients

We welcome these new clients to the LRA family:

LRA in the News

RSS Feeds Now Available from the LRA Website

We have created two RSS (Really Simple Syndication) feeds on the LRAWorldwide.com website for subscription purposes. An RSS feed is designed to “push” relevant content to readers seeking information on any given topic. The two LRA RSS channels are:

Customer Experience Management (CEM) News and Information
LRA Worldwide, a leading research and consulting company in the field of Customer Experience Management (CEM), aggregates the latest news, notes, articles and best practices of interest to those charged with the “customer experience” at their respective companies.

Guest Experience News for the Hotel and Hospitality Industry
LRA Worldwide aggregates the latest news, notes, articles and best practices related to the “guest experience” for hospitality, hotel, travel, golf course management and leisure professionals.

To learn more about LRA’s RSS feeds & register, visit HERE.

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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