The Loyalty Leader - LRA Worldwide eNewsletter Q4 2008

Acting the Part in Customer Service
By Shannon Pruce
Lodging Hospitality:
August 1, 2008

What's Your Assessment Strategy?
By Conni Billé
Training Magazine:
September 2008

Miami Heat Schools Its Staff on Sales and Service
1to1 Magazine:
September 8, 2008

Click here if you'd like to learn more about this innovative program

One Size Doesn’t Fit All
By Zach Conen
Golf Business:
November 6, 2008

Feature Article
Customer Experience: If at First Impression You Don't Succeed... You Better Try Again
By Rob Rush, President and CEO, LRA Worldwide, Inc.

To begin with, please excuse my mangling of the time-honored maxim “If at first you don’t succeed, try, try again” in the headline. I fear I have taken what once were innocent words of encouragement to 19th-Century schoolchildren and turned them into some vague threat.

The potential menace in my message, however, pales in comparison to that posed by disregarding it. Ignore the first “touch” you have with your customers at your own peril. Full Article

Consultant's Corner
Be Sure of the Pour
Monitoring Bar Costs in Tough Times
By Jeff Gurtman, Account Director, LRA Worldwide, Inc.

There is a healthy debate in the hospitality industry as to whether drinking increases or decreases during troubled economic times. On one hand, the argument goes, people depressed about dwindling stock portfolios and 401K accounts may seek solace in a bottle; on the other, a night out of carousing becomes too much of a luxury as one’s disposable income shrinks.

While the "Yin" and the "Yang" of this debate may never be resolved, there is one maxim about the bar and restaurant business that rings true during tough times - managers and owners must keep an especially close eye on costs in order to stay afloat. Full Article

LRA in the News

LRA on the Speaking Circuit

LRA Worldwide's Jeff Gurtman Speaks at International Association of Service Evaluators Annual Conference

Jeff Gurtman, a highly-regarded thought leader in the mystery shopping industry, addressed attendees at the International Association of Service Evaluators (IASE) Annual Conference on Thursday, October 23, 2008 at the Union League in Philadelphia, PA. Full Article

LRA Worldwide SVP John Roberto Moderates Panel at 10th Annual Vacation Ownership Investment Conference

John Roberto, Senior Vice President of LRA Worldwide, Inc., moderated a panel at the 10th Annual Vacation Ownership Investment Conference on October 8th, 2008 at The Peabody in Orlando. Full Article

New Clients

We welcome these new clients to the LRA family:

Company News

Destination Hotels & Resorts and LRA Worldwide Partner on a Guest Experience Diagnostic Program

ENGLEWOOD, Colorado/HORSHAM, Pennsylvania; September 16, 2008 – Destination Hotels & Resorts, a leader in the management of independent high-end hotel, resort and residential properties, has partnered with LRA Worldwide, Inc. to develop a unique guest experience diagnostic program for its portfolio. LRA will send consultants to every Destination property to assess service delivery at each guest touch point and provide prescriptive measures on how to enhance the guest experience at each of these “moments of truth.” Full Article

About LRA Worldwide, Inc.

LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.

In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time. For more information, visit us 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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