The Loyalty Leader - LRA Worldwide eNewsletter Q2 2007

Feature Article
Consistency – the Key to Success
By Rob Rush, President and CEO, LRA Worldwide, Inc.

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

OK, let's get down to the bottom of this. Please stand up and raise your hand if you've been “WOW-ed” lately. At the supermarket, dry cleaner, health club or hotel. Where have you had your socks knocked off…and then cleaned, pressed, folded and put away?

How about a truly awful experience? Give me a shout out if you've been mistreated, ignored or taken for granted. Where have you had an experience that brought you from a simmer, to a slow boil…and then to a frothing, steaming, spewing cauldron of frustration? Full Article

Consultant's Corner
Going "Off Book" – The Movement towards Empathetic Hospitality
By Shannon Pruce, Account Director, LRA Worldwide, Inc.

In acting circles, they are the two words that can strike fear in the hearts of the most seasoned performer – "off book." The script has ceased to be a security blanket; the actor must rely on his ability to take words from the page and create something personal and memorable. It's the essence of creating a character– feeling your character's life experiences and delivering those lines in a fashion true to that backstory. When Crash Davis tells you he believes in "long, slow, deep, soft, wet kisses that last three days" you can be pretty sure that Kevin Costner does as well. It's not the line, it's the feeling behind it that makes it memorable. Full Article

LRA in the News

		Service Culture – Consider Four Basic Elements By Rob Rush Sales and Service Excellence: July 6, 2008				Choice Future Makes Entrance at Annual Convention By Stefani C. O'Connor Hotel Business: June 13, 2008

Personnel News

LRA Worldwide Hires Kevin Conley to Support Its Growing Research Practice

HORSHAM, Pennsylvania; July 17, 2008 – LRA Worldwide, Inc has announced the hiring of Kevin Conley to support its growing Research Practice. Conley brings more than 15 years of experience in market research, consulting and project management to LRA, with a distinct focus on the sports industry; he will immediately begin applying his expertise to multiple LRA projects in hospitality, sports and entertainment. Full Article

New Clients

We welcome these new clients to the LRA family:

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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